Commands ‘/Request’ (‘/RE’) and/or ‘/Incident’ (‘/IN’) in xFlow Command Bar could be unavailable

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

In xFlow the Command Bar allows the possibility to run specific operation using the syntax:

 

/<command>

 

The list of the commands available in the context of that specific ticket is displayed when only the ‘/’ is inserted.

 

The list of commands can be displayed also when connected to the web user interface (not xFlow), in Administration tab, xFlow Analyst Interface, Command Bar, Commands and in this list both /Request and /Incident are present while in the list displayed in the command bar inside the ticket detail, not always are present both and the one not present is unavailable/unknown.

 

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Environment

CA Service Desk Manager 14.1CA Service Desk Manager 17.0

Cause

The problem is due to the value set for ‘TicketType’ parameter.

Connect to web user interface, Administration tab, ‘xFlow Analyst Interface’, General: the list displays the parameters used for the xFlow.

One of these parameters is ‘TicketType’; following is the description and the functionality of this parameter:

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Specify the ticket type to create from analyst interface. Set to value to '0' To allow Incident Only,'1' To allow Request Only,'2' To allow Incident and Request, create Incident by default and '3' To allow Incident and Request, create Request by default.

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With ‘by default’ it is intended the type of ticket created when, for example, from xFlow a search is done for a contact and then the ‘New Ticket’ functionality is used to create a new ticket for that contact.

 

Following are the images related to the commands available in xFlow when the 'TicketType' is set to '0':

 

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Following are the images related to the commands available in xFlow when the 'TicketType' is set to '3':

 

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<Please see attached file for image>

 

Resolution

1. Connect to web user interface, Administration tab, ‘xFlow Analyst Interface’, General

2. Set appropriately the value of TicketType on the base of the own needs:

   '0' Incident Only

   '1' Request Only

   ‘2' Incident and Request, create Incident by default

   '3' Incident and Request, create Request by default   

3. Recycle ’CA xFlow Analyst Interface’ service