Idea Details

CA Service Management - Xflow Customization

Last activity 06-13-2019 10:00 AM
Lucas Mesquita's profile image
11-08-2017 12:09 PM

Hello, I would suggest the possibility of making the Xflow interface customizable, in order to add some buttons or menus in which would turn the interface more valuable towards our business goal.


05-17-2018 02:19 PM

We are adding this to the product wish-list backlog. As this idea is very broad in description, you will find that we have already implemented or are in process of implementing features that relate:


  • You are able to view additional attributes now with 17.1 (type /ViewAttributes in the command bar and press Enter.)  Details on how to configure the attributes to be included in this view can be found here:  View Configuration - CA Service Management - 17.1 - CA Technologies Documentation .
  • The command /UpdateProperties will provide both the ability to view and update the properties for the ticket.
  • We currently are planning to add some additional buttons for high use activities based upon feedback from the 17.1 customer validation.



12-22-2017 03:11 PM

La-Qa - The current plan does not include adding the new collaboration to the classic UI. However, we do have in our plan to consider integration with other collaboration tools so that analysts can receive notification even when they are not in xFlow. A related idea you may want to vote on is - ServiceDesk Integration with Skype . 

12-18-2017 05:39 AM

While One Analyst working on xflow and chatting with the analyst and other analyst is not currently on xflow but logged on sdm interface. He also should receive notification chat on sdm interface so that both analyst can communicate quickly.

11-16-2017 11:41 AM

I agree, this would go a long way toward making xFlow usable for us.  We need to be able to update ticket attributes from the ticket itself, not just the command bar.  It would be great to have the ability to control which attributes are displayed for requests and incidents.

11-16-2017 07:19 AM

   One of the most important customization i have in mind for the XFlow interface, is to show some custom data fields in the ticket exibition. 

   Other valuable customization would be the possibilitie of showing the ticket properties. Currently, they are only exhibited in the activity log.

11-09-2017 04:26 PM

Thank you for submitting this idea. We will be looking at this idea from the perspective of configuration as one of our goals is to simplify the management of the solution.


With this in mind, we would like to hear from the Community about the types of "customizations" you would like to be able to configure within xFlow. Please be sure to vote up/down accordingly as well.