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When in a ticket in Xflow and using the "/Change Order" command on the command bar, an Xflow window is opened with an error rather than a CA Service Desk Manager window to a new change order.

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Article ID: 8585

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Updated On:

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 Xflow, if you go to a ticket, and then attempt to open a change order from that ticket using the command "/ChangeOrder" on the command bar, a blank Xflow window is opened with an error, rather than a CA Service Desk Manager window going directly to a new change order form.

Cause

This may be caused by an incorrect value in the casm.conf.js file in Xflow.

For example, the file shows the following:

ar casm_admin = { 
config: { 
api : { 
server:'http://APPSERVER1:9004' 
}, 
search : { 
server:'http://APPSERVER1:9006' 
}, 
sdm : { 
server : '' // - example:http://sdmurl:8080/CAisd/pdmweb.exe 
}, 
websocket : { 
server : 'ws://APPSERVER1:9008' 
}, 
collaboration:{ 
server:'ws://APPSERVER1:9014' 
}, 
locale:'en-US' 

}; 

As you can see above, the variable for "sdm" does not have a proper URL in place.

Environment

CA SERVICE DESK MANAGER with XFLOW (ALL VERSIONS)

Resolution

To correct this, follow these steps to update the casm.conf.js file located in:
Program Files\CA\xFlow\APPS\UI\Apache24\htdocs\conf

Open the file in a text editor, and enter the appropriate URL for Service Desk into the variable as follows:

ar casm_admin = { 
config: { 
api : { 
server:'http://APPSERVER1:9004' 
}, 
search : { 
server:'http://APPSERVER1:9006' 
}, 
sdm : { 
server : 'http://APPSERVER1:8080/CAisd/pdmweb.exe'
}, 
websocket : { 
server : 'ws://APPSERVER1:9008' 
}, 
collaboration:{ 
server:'ws://APPSERVER1:9014' 
}, 
locale:'en-US' 

}; 

Save the file, and then recycle Xflow.  You should now be able to create change orders from a ticket in Xflow by using the "/ChangeOrder" command on the command bar.

Additional Information

For additional info, see this section of the documentation: https://docops.ca.com/ca-service-management/17-0/en/using/xflow-analyst-interface/manage-work-from-the-xflow-analyst-interface/manage-tickets