Idea Details

Full Integration to see the list of tickets of CA Service Desk Manager - SDM y CA Service Catalog -

Last activity 05-31-2019 02:00 AM
rioad01's profile image
11-05-2015 10:23 AM

If a user can't enter the USS for any reason, call the Service Desk, Service Desk analyst created the ticket in SDM, how to then does follow-up?, the end user will have to go to End User Interface of CA Service Desk? the end user will need to consult two systems?, for some cases CA SDM and other cases USS and/or CA Service Catalog?

 

My idea is that the end user independent of the medium by which the support is provided (or where the ticket is created), the end user can to check all yours tickets from the portal USS, without involving duplication of records.


Comments

02-06-2017 01:29 PM

This idea is under consideration by the product team. Before this idea moves to the next stage (Currently
Planned or Not Planned), I would like to invite community members to please provide additional input and/or
vote. Please note that ideas can be moved from any stage to the Not Planned stage at CA’s discretion based on
product direction, feasibility analysis or other factors. Additionally, the implementation of your idea may not be exactly as requested and/or may be delivered in a new user experience.  

05-26-2016 04:33 PM

     but they are two different systems, 2 different IDs ... should be the same system ... a unique ID ..

05-02-2016 10:45 AM

Not sure which version you are looking at, if its R14.1 , then from USS users can still see the tickets raised directly in servicedesk also. However this is restricted to Incident/request/problems only.

11-05-2015 10:46 AM

Today when a client integrates both systems, SDM and SC, the USS interface only shows the ticket created by SC.
For us as a Service Provider, our customers use the USS and also have the option to calling by telephone a help desk where analysts use SDM to create the ticket and then they (customer) lose the option of tracking these ticket into USS.