Add atachment to the ticket.

[Legacy User]

Hi,

 

I've created incident ticket through service catalog in USS. I've submitted the ticket without the attachment. The ticket is successfully created in Service Desk

After that, I've added the attachment to the ticket on the USS.

When I check the Incident ticket on Service Desk, I can't see any attachment on the Service Desk ticket. Is there any additional configuration that need to be done so that whenever I  add the attachment on existing ticket, it will automatically push to Service Desk?

 

If I add the attachment during ticket creation (before sub,it the ticket), the attachment will automatically push to the Service Desk ticket.

[Legacy User]

Hi Mohd Hizam Ahmad,

 

I presume you are using Service Management r14.1? I have seen this behavior before and I think it is a system bug. Log a support case for this.

 

Kind Regards,

Brian

[Legacy User]

Hi,

 

Yes, I'm using Service Management 14.1.

[Legacy User]

Have you logged a case yet? Give me the case number so I can track this on my side.

[Legacy User]

hi the ticket number is 00365361

[Raghu Rudraraju]

Hi Mohd Hizam Ahmad,

 

In Service Catalog - Administration - Events Rules Actions - Rule List  a look for Event Type Name:          Attachment Create  (click on that link itself)

 

Out of the box, I think we have below rules:

 

When Service Desk attachment is synchronized to CA Service Catalog request

When note and attachment(s) are added to Service Catalog request

When attachment is added to Service Catalog request

 

 

Are they enabled on your end?

 

Thx

_R

 

  

[Legacy User]

HI Raghu,

 

By default all the rules are enable. Kindly refer screen capture below.

The attachment will be added to SDM ticket if I add the attachment during ticket creation. If I added the attachment after submit the ticket, it will not push to SDM ticket.

 

 

[Raghu Rudraraju]

Looks like they are enabled.

 

As Brian suggested earlier, maybe raise up a ticket with us?  I think I've seen this behavior in a test earlier (not latest patches though..)  so its possible we have an issue going on here.

 

_R

[Legacy User]

Hi,

 

Is there any solution for this?

[Legacy User]

Hi Mohd,

 

This should be working by design. I'm surprised a year later you are still querying this? I also checked your support case#: 00365361 and it seems to have been closed due to no responses.

 

What patch level are you on for both SDM and Catalog if you are still experiencing the issue?

 

Also let me know the value of 'casc_aty_sync' variable in the NX.env file

 

Kind Regards,

Brian

[Legacy User]

Hi,

 

Last year my client decided not to use USS because USS without Service Catalog provide very limited functionalities.

Now Service Catalog has been installed and we started to use USS/SC.

From

https://docops.ca.com/ca-service-management/14-1/en/troubleshooting/troubleshooting-ca-service-management/integrate-ca-service-catalog-with-ca-service-desk-manager-manually/step-4-synchronize-notes-and-attachments

 

Perform these actions, using the previous step as a model:
1.Open the Document Create Event Type.
2.Enable the rule named When attachment is added to Service Catalog request.
3.Enable the action named Launch PAM SRF to sync attachments.

 

On steps 3, I need to enable PAM SRF.

 

Do I need to install IT PAM ?

[Lindsay_Estabrooks]

Yes you do.

Also, you must configure both Service Desk and Service Catalog to use it.

[razif]

Hi,

 

I've installed IT PAM, but still I can't sync the attachment from USS to CA SDM.

But If I add attachment or log comment in CA SDM, it will update to CA USS.

[Legacy User]

Hi Hizam,

 

What patch level are you on for both SDM & CATALOG?

 

Kind Regards,

Brian