When using the "Report an Issue" function on the Unified Self Service interface with CA Service Management 14.1, properties defined in a given Service Desk category/request area are not presented.

Document ID : KB000056547
Last Modified Date : 14/02/2018
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Description

When using the "Report an Issue" function within the Unified Self-Service interface with CA Service Management 14.1, properties defined in a given CA Service Desk Category/Request Area are not presented.

 

Solution

This is functioning as designed. 

The out of the box 'Report an Issue' option within Unified Self-Service (USS) is a simple incident creation that will fetch only the Categories/Request Areas from CA Service Desk (CA SDM) for end user to choose. 

To keep the reporting process simple for USS end users, the properties defined for any CA SDM Category/Request Area are not fetched and displayed when using the 'Report an Issue' from the USS interface.