Service Desk Manager has different behavior when closing cases through mobile app and web application

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

Service Desk Manager has a different behavior when closing cases through mobile and web apps:

We can see the following difference:

1) In the mobile app, the comment you put when closing the case will be logged in a "Log Comment" activity log, not in the "Close" activity.

2) In the SDM web app, the comment you put when closing the case will be logged within the "Close" activity log.

This will cause for the "Close" activity notification to send a different message because if using the Mobile app it will send the change of the status (example: Status changed from 'Registrado' to 'Closed', which is the description of the Close activity log) and with the SDM web app will send the comment added when closing the case (which is the description of the Closed activity log).


Steps to Reproduce:

1) Log into CA Service Management mobile app using SDM REST url: 8050
2) Select an existing incident > Update Status > Closed.

The activities will be:

Close and Log Comment.


When closing from SDM web app with a comment:

The activities will be:

Close (which has the comment when closing the case) and Survey Sent.

The notification has the Close comment added when closing case.

Environment

Service Desk Manager 14.1

Cause

This is a limitation of the REST service.

Resolution

This is by design in mobile App. This is expected behavior due to limitation of REST service where we can not pass the “text” so the Mobile application is creating two records in log activity.