Hello,

In USS, "Report an Issue" come up with two comments when configured with SDM. And, the comments will be bi-directional. Means, comments entered in SDM will appear in USS and USS comments appear in SDM.

But "report a service" when configured with catalog will have only one comment/notes and only the comments entered in USS will appear in SDM but not other way.

Do any one else have customized to get this also working for services.

This I personally feel not good, CA should have removed it completely or implemented it for both Catalog and Servicedesk.//Here I can understand who it works

We are in middle between our vendor and client to face the real problems.

Sorry,

sharath

Anyone have any help for Sharath?

Thanks

USS comments

sharath mateti May 28, 2015 3:05 AM

Hello,

In USS, "Report an Issue" come up with two comments when configured with SDM. And, the comments will be bi-directional. Means, comments entered in SDM will appear in USS and USS comments appear in SDM.

But "report a service" when configured with catalog will have only one comment/notes and only the comments entered in USS will appear in SDM but not other way.

Do any one else have customized to get this also working for services.

This I personally feel not good, CA should have removed it completely or implemented it for both Catalog and Servicedesk.//Here I can understand who it works

We are in middle between our vendor and client to face the real problems.

Sorry,

sharath

Same issue. Did you get any workaroud or solution?

Regards,

JOHN

Hi John\Sharath,

When USS is configured with Catalog and SDM, then Catalog takes precedence. That being said, Catalog does sync notes or comments with SDM. So in theory, when a comment is made in USS, this comment should eventually be seen in all three as it should flow in this order:

USS-->Catalog-->SDM and vice versa.

What patch level is your environment on for SDM and Catalog? This could explain why this may not be working for you.  Otherwise you could just open a Support case for further investigation and then later share the case findings in this Community thread.

Kind Regards,

Brian

Just to build on this: When USS/Service Catalog and Service Desk are all integrated creating a "Service" is logging a case in Service Catalog directly, USS is not referencing any data that exists in Service Desk, it's fetching it from Service Catalog. The first thing to do is validate that the notes are getting synced correctly between Service Desk and Service Catalog. If that doesn't happen, then USS will never seen the comments.

Hi John,

This is a default funtion and the comments in USS will end up in Service desk and Service desk comments end up in USS.

Just be sure the external system ticket has the order number.

Regards,

sharath