Not Able to See the Request (RE) Command in the xFlow Command Bar

Document ID : KB000076526
Last Modified Date : 05/04/2018
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Issue:
Not Able to See the Request (RE) Command in the xFlow Command Bar
Environment:
CA SDM 14.0.03 or later and 17.x
xFlow installed
All Supported Operating Systems
Cause:
The ticket type (Incident or Request) allowed for creation via the xFlow Command Bar is controlled by a CA Service Desk Manager configuration.

A CA Service Desk Manager Administrator can set a default ticket type for the tickets created by analysts via the xFlow interface.

 
Resolution:
Follow the below steps to set the default ticket type for the xFlow interface:

1.  Login to CA Service Desk Manager as an Administrator
2.  Navigate to Administration-> xFlow Analyst Interface->General.  From the General Configuration List, select TicketType.

User-added image

3.  Click EDIT and enter one of the following values in the Configuration Value field:
  • 0: The ticket type is Incident.
  • 1: The ticket type is Request.
  • 2: The ticket types are Incident and Request. However, the default ticket type is Incident.
  • 3: The ticket types are Incident and Request. However, the default ticket type is Request.
4. Click SAVE to save the changes

User-added image

After the changes have been made, the REQUEST (RE) command will be available via the xFlow Command Bar.
Additional Information:
https://docops.ca.com/ca-service-management/17-1/en/using/xflow-analyst-interface/create-a-ticket-in-the-xflow-analyst-interface