Ticket number not displayed at CA Service Management Mobile app for iOS devices

Document ID : KB000074338
Last Modified Date : 20/03/2018
Show Technical Document Details
Issue:
When the ticket is created by CA Service Management mobile app, the ticket first appears with no number.
 
Mobile-app-new-ticket-01Mobile-app-new-ticket-02

User has to go back to previous menu, refresh the screen by dragging it down and then the ticket number can be viewed at the ticket's queue.
If user clicks on the ticket to open it, then the number appears at the header of the screen.
 
Mobile-app-new-ticket-03Mobile-app-new-ticket-04

The expectation is that the new ticket appears with the number right after its creation:
 
Mobile-app-new-ticket-05Mobile-app-new-ticket-06
Environment:
CA Service Desk Manager 17.x / iOS devices 11.x
Cause:
This behavior was identified as a defect.
It happens only for mobile devices running iOS release 11.
It works fine for Android devices.
Resolution:
Engineering made the code changes and fixed it as part of mobile app build 3.1.13.
If using mobile app release previous to this point release (ex. 3.1.12), you should update the application or deleting the app and installing it again from Apple Store by searching for "CA Service Management".
Additional Information:
Fixed issues for the latest Mobile App release can be located at documentation:

https://docops.ca.com/ca-service-management/17-1/en/ca-service-management-17-1-release-notes/mobile-app#MobileApp-CAServiceManagementMobileApp3.1.13