New "/switchview" Xflow command not working when Xflow installed in a Secondary server

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When using Xflow in a Secondary Service Desk server, if you go to a ticket, and then run on the command bar the new command "/switchview" to get open the ticket details form with the classic web interface, the command is not working as it open a new Xflow interface Tab instead of the classic web interface displaying the ticket detail form.

Environment

Service Desk Manager 17.3.x Conventional setup (Primary+Secondary) , where the Xflow component is running in a Secondary server.

Cause

It is a configuration issue caused by an incorrect value in the casm.conf.js file in the Xflow installation in the Secondary Server.

I.e. the file shows the following:

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

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

 

Resolution

To correct this, follow these steps to update the casm.conf.js file located in your Xflow installation, i.e.:

..\CA\xFlow\APPS\UI\Apache24\htdocs\conf\casm.conf.js

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://<SERVERNAME>:9004' 
}, 
search : { 
server:'http://<SERVERNAME>:9006' 
}, 
sdm : { 
server : 'http://<SERVERNAME>:8080/CAisd/pdmweb.exe'
}, 
websocket : { 
server : 'ws://<SERVERNAME>:9008' 
}, 
collaboration:{ 
server:'ws://<SERVERNAME>:9014' 
}, 
locale:'en-US' 
} 
}; 

Save the file, and then recycle the Xflow service. 

After this the Xflow command "/switchview" should correctly open the ticket details form with the classic web interface

Additional Information

For additional info, see this section of the documentation