We have configured Support Automation in CA Service Desk 14.1 and we are able to open Live Assistance and able to create new ticket both incident and request when we click on Create new in Live Assistance.
Even the ticket is being created in CA Service Desk but when Support Automation trying to open the ticket just opened, giving error as mentioned below
When I have opened the logs under supportautomation folder.
18.104.22.168 - - [23/Aug/2018:10:02:27 -0400] "GET /SupportAutomation/jsp/servicedesk/sdmPageOpen.jsp?sdmPageType=ticket&loginId=400802&ticketObjType=cr&refNum=1903889 HTTP/1.1" 302 -
22.214.171.124 - - [23/Aug/2018:10:02:27 -0400] "GET /SupportAutomation/jsp/servicedesk/error.jsp?error=NO_SUCH_SDM_TICKET+sdmPageType=ticket HTTP/1.1" 200 2362
SupportAutomation trying to open the ticket with 1903889 but actually, ticket number is REQ:1903889. It's not picking the prefix used for the ticket numbers i.e. for Incident INC: and for Request REQ.
SupportAutomation creates ticket with correct prefix but unable to fetch it correctly.
Is there any location where to change this prefix so that SupportAutomation search correct ticket number.