CA Service Management

Employee interface has home button using which user can navigate to home page from ticket details page.

We need to implement 'back button' kind of functionality where user can navigate back to list page from detail page.

How can this be achieved?

Hello ChiragM,

Could you edit your original post and flag this to a particular Place/Category, and add some Tags?

It will get more relevant views that way.

Thanks, Kyle_R.

Moved!...thanks for the tip Kyle!

Hi Chirag,

I just tested in house on OOTB machine and found that clicking on browser's back arrow button takes to the previous list page. Does this helps to meet the requirement or do you have any customizations which do not allow to go to previous page?

Thanks,

Naveen

Hello Naveen,

When a particular approval task is approved and then you click on the back button it takes you back to the same page with status as 'approval pending'.

Clicking on back once more does take you back to the list page but this flow is not accepted by management here.

There should be a separate button to navigate back to list page in a single click.

Regards,

Chirag Munje.

Hello ChiragM,

How did you get "to" the Approval Task "from" the list?

If you're looking at a List such as "Change Order list", then clicking on a Change Order opens up an additional window for the "Change Order Detail" screen.

The List screen remains there in the background.

So when you Approve the Workflow Task and Save it, you have two tasks to do:

* Close the Workflow Task window.

* Close the Change Order Detail window.

and the List window is where it was.

Please expand on the flow you expect to work, so that we can consider options.

There is also the Window, List all Windows which allows you to get to any open window.

Thanks, Kyle_R.

In case of employee interface, clicking on the ticket number on the list page, opens the ticket detail on the same page and not as a popup.

Since it opens on the same page, there is a requirement to navigate 'back' to the list page.

Ah, right. You did specify "Employee interface" in your opening post.

We'll re-read and respond.

Wait . . .  do your Employees Approve Workflow Items?

Kyle_R.

Yes...employees who are reporting managers have approve workflow tasks.

Hello ChiragM,

Okay, well, the Employee Role is a deliberately cut-down role. I don't think that the Default "Function Access" grants ability to process Workflow Tasks. Change Orders are "View" and Workflows are "None" on my system.

I'm thinking that if users are Approving Tasks, then another Role may be appropriate, and perhaps a cut down version of the Analyst forms.

However, if you do want to modify the Employee Role for this, then that's okay, but there will be some compromises in terms of access to full features/navigation, because it is a cut down view.

Changes to the way this works could be approached by potential customisation (I have no comments on how but suspect it is not the way to go) or by logging an Idea on this Community for an enhancement and linking back to this thread.

Because the way you're using this depends on the setup, I suggest opening a CA Support issue so a Support Engineer can have a look via a remote session. It will be easier than sending a lot of screenshots to this thread, although of course we'll still be interested in following this.

Comments welcome on using SDM in this manner: ie Employee Approving Classic Workflow Tasks, especially if your site does something similar.

Thanks, Kyle_R.

One idea to achieve this would be to add a button with java script code (window.history.go()). The problem with this method is that it does not reflect the updated value when we navigate back to the previous page.

For e.g. if a change order detail page is opened and status is changed to close by end user and he clicks on back, that particular change order will not move out of list of open tickets immediately. In short there is no way to refresh the list.

Second issue is that if the ticket is modified(say status is changed) simply window.history.go will not work as it will take back to the same page with previous value of status.

If these 2 issues are addressed, the requirement will be addressed completely.

Thanks for the continuing thought on this matter.

Maybe add an "Idea" for this, and put a link to it in this thread so that followers can vote on it for possible inclusion in a future release.

Thanks, Kyle_R.

Idea added Back button functionality on ticket detail pages