CA Service Management Mobile Application dashboards behavior

Document ID : KB000123122
Last Modified Date : 18/12/2018
Show Technical Document Details
Introduction:
The CA Service Management App is an important feature available for Android and iOS users. On the other hand, administrators have questions about how the mobile dashboards work e.g. number of requests/incidents, filters and how it is loaded from CA Service Desk Manager.
Environment:
CA Service Management 17.1
Instructions:
The CA Service Management Mobile Application can show the following Dashboards:

User-added image

According to the example above, Issues, Problems and Incidents are disabled.

Dashboards have a related Stored Query - see below the Stored Query for the Requests dashboard:

User-added image

Pay attention to the Where Clause field. The Mobile Application will show requests based on that clause. For this specific clause, it means all requests will be considered because there is no filter based on Assignee. It is an important aspect because administrators think the Mobile Application only show requests for the user/analyst who is logged into Mobile Application. The same Stored Query is related to the Requests scoreboard in the CA Service Desk classic interface.

In order to present a clear example, there is an user with 1 (one) request assigned to him - see below the scoreboard My Queue in the CA Service Desk classic interface.

User-added image

On the other hand, because of the related Stored Query, the scoreboard Requests shows all existing Requests as below:

User-added image

See below the Mobile Application dashboard for Requests - 22 requests (CA Service Desk classic interface and Mobile Application show the same amount of existing Requests:

User-added image
In order to show only the Requests assigned to the user/analyst who is logged into Mobile Application, select the Requests dashboard, select the filter symbol and then select "My Queue - My Requests":

User-added image

If you really need see the Requests assigned to the user/analyst who is logged into Mobile Application, you can change the Where Clause field in the related Stored Query (CRASG):

User-added image

After changing the Where Clause, the Requests dashboard will only show Requests assigned to the user/analyst who is logged into Mobile Application:

User-added image
On the other hand, be careful with possible side-effects with queries end users do in the CA Service Desk Classic interface.

Now the My Requests dashboard shows the tickets for the Affected End User who is logged into Mobile Application.
Additional Information:
CA Service Management Mobile Application