CA Service Management

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  • 1.  Help Menu in CA ServiceDesk 17

    Posted Jan 11, 2018 05:45 AM

    We recently upgraded to CA ServiceDesk version 17. 

    The help menu is still showing 14.1. 

     

     

     

    Thus for any new features (eg: XFlow in Admin tree), when I click Help On This Window, I get the above screenshot. 

     

     

    I removed all customization.

    ie: There is no mods file in 

    D:\Program Files (x86)\CA\Service Desk Manager\site

     

    But to no avail. 

     

     

    Any ideas as to why this is?



  • 2.  Re: Help Menu in CA ServiceDesk 17

    Posted Jan 11, 2018 07:18 AM

    Hi James,

     

    I just tested on my OOTB install and I get same behavior. Sounds like the files were missed and need to be updated. Please log a support call so this can be updated to fix the issue.

     

    Thx for picking this up ;-)

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: Help Menu in CA ServiceDesk 17

    Posted Jan 11, 2018 08:31 AM

    Hi James,

    This was an oversight.  As Brian recommended, I would say the best bet here is to create a new support case for this, and we can bring this to the attention of our engineering team to have it corrected.  The information should all be relevant so there is no issue on the accuracy part.

    Thanks,

    Jon I.



  • 4.  Re: Help Menu in CA ServiceDesk 17

    Posted Jan 11, 2018 08:41 AM

    Hi Jon, 

    Thanks for the feedback, I have created a support case.

     

    The information may be accurate/relevant but it is non-existent for any of the new features such as XFlow. 

    It's most unusual that ServiceDesk 17 which was released 27 April 2017 does not have up to date help panels. 

    Surely I can't be the first person in the world to pick this up?



  • 5.  Re: Help Menu in CA ServiceDesk 17

    Posted Jan 11, 2018 08:47 AM

    Hi James,

     

    I noted and took ownership of the case you logged. Let us take this offline for now. We'll address all issues in this regard via the case.

     

    ===

    Kind Regards,

    Brian



  • 6.  Re: Help Menu in CA ServiceDesk 17

    Posted Jan 11, 2018 08:52 AM

    Thanks Brian and Jon 

    Look forward to hearing further on the support case. 



  • 7.  Re: Help Menu in CA ServiceDesk 17
    Best Answer

    Posted Jan 12, 2018 06:06 AM

    I got an update from engineering regarding this. I was informed that this issue is known and will be addressed in the upcoming r17.1. The necessary code changes are done.



  • 8.  Re: Help Menu in CA ServiceDesk 17

    Posted Oct 04, 2018 11:38 AM

    upgraded 14.1 sp3 to 17.1 [last sep]. Post upgrade showed

    1.  "Help .. "  would not load   even  logged off the session

    2. "Help on this windows" would load up 14.1 ...

     

    This worked fine once post installation was completed  specially following steps

     

     

    Note: Check/Ensure  NX.env  has above options# added