Clarity Service Management

Expand all | Collapse all

ca service catalog sends 2 ticket to ca service desk

Jump to Best Answer
  • 1.  ca service catalog sends 2 ticket to ca service desk

    Posted 27 days ago

    Good afternoon.


    Dear All, I comment that you have integrated ca service catalog and ca service desk but when you send a request from ca service catalog to ca service desk it raises two tickets on the same request


    regards



  • 2.  RE: ca service catalog sends 2 ticket to ca service desk

    Posted 27 days ago
    Hi Jose,

    • Do you use PAM for opening tickets in SDM?
    • Do you use Service Management Content Pack for Catalog for opening ticketes in SDM?
    • What type of tickets do you open?
    • How many services are in the offering (request) that you are trying to open?
    • Can we get some screenshots of the configuration for integration, offering definition and request submitted?
    • Can you find anything in Catalog or SDM log at the time tickets are opened that might point to an error?

    BR,
    Alen

    ------------------------------
    Alen Sinanovic
    Senior System Engineer Specialist
    Sedam IT d.o.o.
    Croatia
    ------------------------------



  • 3.  RE: ca service catalog sends 2 ticket to ca service desk

    Posted 27 days ago
    ◦Do you use PAM for opening tickets in SDM?
    I don't have pam installed
    ◦Do you use Service Management Content Pack for Catalog for opening ticketes in SDM?
    my service offers are customized
    ◦ What type of tickets do you open?
    requests
    ◦ How many services are in the offering (request) that you are trying to open?
    it is varied in some there is only one service and one service offer
    ◦ Can we get some screenshots of the configuration for integration, offering definition and request submitted?
    at the moment I don't have to ask permission to replicate the error
    ◦ Can you find anything in Catalog or SDM log at the time tickets are opened that might point to an error?
    I upload the files I found


  • 4.  RE: ca service catalog sends 2 ticket to ca service desk

    Posted 27 days ago
    te I commented that I have been using the import tool, in a test environment to replicate the error and I see that it has the same behavior


  • 5.  RE: ca service catalog sends 2 ticket to ca service desk

    Posted 25 days ago
    Regarding this:
    "
    ◦Do you use Service Management Content Pack for Catalog for opening ticketes in SDM?
    my service offers are customized
    "
    This does not answer the question. There are two way of opening tickets in SDM from catalog, PAM and SM Content Pack. If you do not have PAM installed, you shouls be using SM content pack. If you are, you must have some Events-Rules-Actions that call on a specific Java class when some event happens.

    Just FYI, SM content pack opens as much tickets as there are SOG-s in the Offering. If you have more offerings with more sog-s in the cart, it opens one for each. It does not open one request in SDM for one request in Catalog.

    So this does not answer the question cause it doesn't tell us how many are in the cart when you try to open it. I understand that you have various services but create one with only one SOG inside.
    "
    ◦ How many services are in the offering (request) that you are trying to open?
    it is varied in some there is only one service and one service offer
    "

    It looks to me like you are new to catalog, or at least new to the SDM-SC integration. I suggest you go through this thread:
    https://community.broadcom.com/communities/community-home/digestviewer/viewthread?MID=797240

    In this thread there are details on how you can configure the integration, go through it and get to know your integration. You need to know how it is done. Otherwise, there can be numerous things. You could just have two actions for opening the ticket enabled so it opens two. You could be testing it on an offering with two SOG-s inside and it could be opening a ticket for each of the offerings but they look the same. I really can't tell. If you can specify ("with screenshots") how this integration is done, we might be able to troubleshoot and help.

    BR,
    Alen

    ------------------------------
    Alen Sinanovic
    Senior System Engineer Specialist
    Sedam IT d.o.o.
    Croatia
    ------------------------------



  • 6.  RE: ca service catalog sends 2 ticket to ca service desk

    Posted 25 days ago
    What is the Catalog and Service Desk version and patch-levels

    ------------------------------
    Kind Regards,
    Brian
    ------------------------------



  • 7.  RE: ca service catalog sends 2 ticket to ca service desk
    Best Answer

    Posted 25 days ago
    Hi José,
    Did you check if the action that creates the ticket in SDM is duplicated? If you are using OOTB configuration, check the action under:
    Home > Administration > Events-Rules-Actions > Request/Subscription Item Change > When Category is Service Management Content and Status is Pending Fulfillment
    Regards,
    Pablo

    ------------------------------
    Senior Support Engineer
    ------------------------------