Thanks Chi.
I've taken the CA Support issue and provided this additional information.
I'll continue working with Mohd in the meantime.
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In CA Service Desk Manager, you don't manually add Service Types to the Workflow Task Details.
Instead, you add Service Types to Workflows via Events.
What you are seeing in the Workflow is a consequence of the development of the product over a long time.
Originally, it was only possible to add ONE Service Type to a ticket or Workflow.
Later on, the product was expanded so that you could have Service Types attached to multiple conditions. So there could be a different Service Type based off the Priority, another on Category and so on.
The original method of handling Service Types with its single ranking was called "Classic SLA Processing."
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classic_sla_processing
Enables the "classic" model of service types and SLA's. This model uses the Rank value for Service Types to determine the correct Type for a ticket. Only one Service Type can be applied to a ticket.
Note: The Chg SLA Option, CR SLA Option, and Iss SLA Option are available if the Classic SLA Processing Option is installed.
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It wasn't disbanded when the new Multi-Service Type approach was added. Instead, it was left in via an option classic_sla_processing both so that old sites could continue to function, and so that sites could choose their method of SLA processing - not every site needs multi-type Service Types.
But that means that the screens have to be capable of both displaying the single type Service Type and the multi-type form.
Which has left us with the Workflow Detail screen that we see today.
If you are using a single source Service Type, then it will populate through to the top field - in much the same way that the Change Order number is pulled from the Change Order, even though it is not "part" of the Workflow.
And if you are using multi Service Types, then they appear at the bottom of the screen.
So this is not a bug. You are not meant to be able to edit this field - instead, it would be populated by a Service Type. And it has been so long, I'm not even sure how to do it to be honest, as nearly everyone uses the multi-Service Types now.
My recommendation would be to ignore this field. If you feel that it should be tidied up and made inaccessible, or otherwise change the display behaviour, please raise an "Idea" on CA Communities, where it can be voted on as an enhancement change.
I hope that all makes sense.
For a reasonable old document which runs through a setup:
Title: How to prevent the Workflow Task Service Type to be in status "Not Active" on a Change Order
External URL: https://comm.support.ca.com/kb/How-to-prevent-the-Workflow-Task-Service-Type-to-be-in-status-Not-Active-on-a-Change-Order/KB000017400
For the current documentation on Service Types, see here:
Manage Service Type and Service Type Events
https://docops.ca.com/ca-service-management/17-1/en/administering/administering-ca-service-desk-manager/manage-service-type-and-service-type-events
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If anyone else has something to chip in, please do so. In particular from sites who run with the Workflow Detail "Service Type" populated.
Thanks, Kyle_R.