Double-clicking on a record in an Xtraction Dashboard doesn't open that record in CA Service Desk Manager

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

When using a dashboard component in Xtraction which shows actual CA Service Desk Manager records, such as a list component, when double-clicking on a record, it should open that record in CA Service Desk Manager, however this may not work.

 

Environment

Release: CA Service Desk Manager 17.X.

Cause

The CA Service Desk Manager URL is not configured on the Xtraction Data Model in the URL Editor.

Resolution

1. Open the Xtraction Data Model Editor
   
   
2. Go to the file menu and select open - then navigate to the Xtraction installation directory, and go to the Config folder, and then the Data Folder, and open the datamodel.dat file
   
   
3. In the Tools menu, select "URL Editor"
   
   
4. Here, add the Service Desk URL here
   
   
5. Save the data model, and then close the Data Model Editor
   
   
6. Log into Xtraction with an Administrator account, and under the Administration menu item, select Reload, and then Reload Data Model
   
   
7. Log out of Xtraction and log back in - now when you double-click on a record, it should bring that record up in CA Service Desk Manager