CA Service Management

  • 1.  Create_Via for Employee appearing as 3554

    Posted 12-05-2018 01:47 PM

    In SDM 14.1.05, Self-service, I'm using a knowledge document with link to templates. Self-service users (Employee) are creating the request from the template and all works beautifully. However, they are appearing as created_via = 3554 instead of 3570.  Normal requests created in the employee interface outside of the knowledge tempalte menu are being created_via=3570 .  Is there a reason why 3554 is appearing, and if so, is there a workaround to capture correct stats?

     

    thanks 



  • 2.  Re: Create_Via for Employee appearing as 3554

    Broadcom Employee
    Posted 12-06-2018 09:34 AM

    Hey Jeffery,

     

    From the definitions,   (table name: interface in the MDB database)   

    3557 is Knowledge or Collaboration Tools Created, 

    3554 is Web Interface Created 

    3570 is Web-Self Service Created

     

    So, based on which approach the employee takes to create the ticket, the created_via would change.

     

    _R



  • 3.  Re: Create_Via for Employee appearing as 3554

    Posted 12-06-2018 09:40 AM

    Thanks... in this case, an employee creates a normal request and it's created with 3570. That same employee - same self-service - uses a knowledge link and it is created with 3554.  That doesn't appear to match your definition.

     

    >>> "Raghu.Rudraraju" <communityadmin@communities-mail.ca.com> December 6, 2018 09:35 >>>

    Raghu Rudraraju  replied to the discussion

    "Re: Create_Via for Employee appearing as 3554"

     

    To view the discussion, visit: https://communities.ca.com/message/242156989-re-createvia-for-employee-appearing-as-3554?commentID=242156989&et=watches.email.thread#comment-242156989



  • 4.  Re: Create_Via for Employee appearing as 3554

    Broadcom Employee
    Posted 12-06-2018 10:03 AM

    I did it in the lab with sdm 17.1.01 and it is 3570. I don't have SDM 14.1.05 handy here so can't tell for SDM 14.1.05. Maybe you can open a Support case to sort this out.