We've noticed in xFlow that if we make the ticket type available to the end-user then, when creating a ticket he can select between Request/Incident/Problem. This leads us to two scenarios.
1- If he chooses the problem, when saving the ticket it ends in error.
2- Whether an Incident or a Request is chosen, only the categories for incidents are visible.
Anyone getting the same behaviour?
How can this be solved?
Thank you in advance
I would suggest reviewing this document:
Commands ‘/Request’ (‘/RE’) and/or ‘/Incident’ (‘/IN’) in xFlow Command Bar could be unavailable
You are unable to create "Problem" cases through the current xFlow interface, which could be the reason that is failing (using /PR launches a Service Desk interface window). Try to alter the "TicketType" setting that is mentioned in this document to allow both ticket types, Request and Incident, and see if that helps.
For the Problem issue, it's fine for me, but in my understanding if we are not allowed to create Problems, why it is selectable in the xFlow.
Regarding the Categories topic, if you see the following printscreen, we added the "Category" and the "Ticket Type" fields.
If we set the value of TicketType to 3 on ServiceDesk. On xFlow when we change the "Ticket Type" to incident the "Category" field still filters only for Requests categories.
Again, when setting the value to 2, then on xFlow if we change the ticket type to Request, only Categories for incidents are shown.
The idea is, when changing the ticket type on xFlow, then the categories visible for the user should be the ones related with that ticket type.
Francisco, for each of the problems you described above, please open a Support case so CA Support can assist. Thanks _Chi
Hi Francisco -
Per the last comment made on this thread, will agree that best course of action here is to open a support ticket. Do let us know if you need help creating the support case.