CA Service Management

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Find Similar in problem details

  • 1.  Find Similar in problem details

    Posted Apr 24, 2017 05:27 PM

    Hello,

     

    iam facing an issue regarding find similar button is hidden in detail_pr.

     

    did any one faced such an issue before?



  • 2.  Re: Find Similar in problem details

    Posted Apr 25, 2017 07:59 AM

    Hi Haytham,

    I am not sure I fully understand your question here.  Can you clarify as to where the "find similar" button is located in the detail forms for the other objects?    Also is this on the employee interface or analyst interface?

    Thanks,

    Jon I.



  • 3.  Re: Find Similar in problem details

    Posted Apr 25, 2017 10:05 AM

    thanks jon for your feedback, iam talking about the find similar option as mentions on the problem management on wiki as follow: Problem Management - CA Service Management - 14.1 - CA Technologies Documentation.

     

    in addition iam attaching the screenshot for the detail_pr from the web screen painter.

     

    detail_pr Find similar

     

    the issue is that i need this button to be active to use it; but its hidden



  • 4.  Re: Find Similar in problem details

    Posted Apr 25, 2017 10:05 AM

    its located on the analyst interface



  • 5.  Re: Find Similar in problem details

    Broadcom Employee
    Posted Apr 25, 2017 10:34 AM

    Haytham, the script for that part is:"

    <PDM_IF "$prop.form_name_3" == "edit">
    if ( cfgUserAuth \> 1 && ahdtop.cfgNX_KT == "Yes" && ahdtop.cfgEBRVersion == "SEARCH_ENGINE" ) {
    //Add the find similar button

    <PDM_MACRO name=button caption="Find Similar" func="find_similar_tickets('pr')" hotkey_name="Find Similar" id=FIND_SIMILAR tooltip="Find Similar">
    }

    "

    so you can see that you don't see this button until all those "if" conditions are met. One of them is cfgEBRVersion...

    if you look at NX.env file, you could see the following:

    # Change to NX_EBR_VERSION=FILES to use the EBR index files only
    # Change to NX_EBR_VERSION=SEARCH_ENGINE to use an external search engine only
    @NX_EBR_VERSION=FILES

    and since it is "FILES" not "SEARCH_ENGINE", you won't see this "Find Similar" button.

    I think the "SEARCH_ENGINE" is used for FAST external search engine and since 14.1 does not use it anymore(I think) 

    you don't see and use this "Find Similar" button.

    Thanks

    Chi



  • 6.  Re: Find Similar in problem details

    Posted Apr 25, 2017 12:03 PM

    thnx chi 

     

    it works as expected but iam facing the "Delayed server response" message



  • 7.  Re: Find Similar in problem details

    Broadcom Employee
    Posted Apr 25, 2017 12:04 PM

    Haytham, after you modified the detail_pr.htmpl file? Thanks _Chi



  • 8.  Re: Find Similar in problem details

    Posted Apr 25, 2017 12:10 PM

    yes chi, i did as you informed.

     

    1- i stopped the ca service desk service

    2- opened the NX.Env and i located the @NX_EBR_VERSION=FILES and change it to @NX_EBR_VERSION=SEARCH_ENGINE

    3- i started the CA Service desk service

    4- now the " find similar" button is shown on the detail_pr.

    5- i filled a test problem then i clicked in find similar.

    6- after find similar pop up opened i clicked on search.

    7- after some second i found the "Delayed server response"

     

    can you please share your thoughts on this? 



  • 9.  Re: Find Similar in problem details

    Posted Apr 25, 2017 01:27 PM

    chi;

     

    after running the pdm_configure the delayed server message now disapper and when i click on find similar now i have got the below message:

     

     AHD10919:External search engine is disconnected - search is currently unavailable.



  • 10.  Re: Find Similar in problem details

    Broadcom Employee
    Posted Apr 25, 2017 01:46 PM

    What is the value of the 'ebr_options' setting from within Options Manager on the Administration tab?



  • 11.  Re: Find Similar in problem details

    Posted Apr 25, 2017 02:07 PM

    well paul i cant find such option listed in option manager



  • 12.  Re: Find Similar in problem details

    Broadcom Employee
    Posted Apr 25, 2017 02:00 PM

    Haytham, just like the AHD error message said, the external search engine is NOT available. in 14.1(and in late stage of

    12.9, I think), there is no FAST search anymore so basically you can't do "Find Similar" anymore. What you could do is to use the "Knowledge Management" tab to search for existing KT docs for the problem ticket. Thanks _Chi



  • 13.  Re: Find Similar in problem details

    Posted Apr 25, 2017 02:09 PM

    thanks chi for your feedback, so what is the alternative way to do such settings.

     

    the case is that there're requirements that to search for req/inc/prob before creating a new one in case there is already opened tickets related to the same issue? 



  • 14.  Re: Find Similar in problem details

    Broadcom Employee
    Posted Apr 25, 2017 02:23 PM

    Haytham, you raised a very good question. And I am not sure if I know the answer. It seems to me unless you do

    extensive customization, you would need to consider the following:

    --allow only certain users the rights to create problems. For example, via data partition. And for these users,

      train them to manually search problems before create a new one and for this purpose, you could need to structure your

      problem summary and add "summary" field into the list_pr.htmpl file

    --for some existing closed problems, your KT managers may need to turn them into KT docs so analysts can search

      these docs before creating a new problem

    Maybe others have some better idea.

    Thanks

    Chi



  • 15.  Re: Find Similar in problem details

    Posted Apr 25, 2017 02:53 PM

    thnx chi;

     

    its a great suggestion let me try this.

     

    Many Thanks for your efforts



  • 16.  Re: Find Similar in problem details

    Posted Apr 28, 2017 04:39 AM

    Hi All,

     

    As far as I can remember, the 'Find Similar' uses FAST. However FAST is deprecated and no longer available in r14.1. This should explain why the feature is not working. A similar feature to 'Find Similar' exists in XFlow as part of the Search Server.

     

    CA Service Management Release 14.1.03 Enhancements - CA Service Management - 14.1 - CA Technologies Documentation

     

    Maybe you can use the XFlow interface to check if it meets your needs?

     

    Kind Regards,

    Brian