CA Service Management

Hello Guys,

I have installed a CA SDM 17.1 with roll-up patch 17.1.0.2 and I need to know if is possible generate, inside a notification template, the following survey link with msg_digest function:

http://servername:8080/CAisd/pdmweb.exe?OP=DO_SURVEY+SVY_ID=400002+CNT_ID=@{call_req_id.customer}+CNTXT_PERSID=@{call_req_id.persid}+MSG_DIGEST=??????????

I've tried to install and uninstall the option op_Authenticate_Survey but no success.

Any ideas?

Regards,

Jorge Arcanjo de Souza

Hi Jorge,

Unfortunately this is not possible, at least not yet. There is a defect opened and Engineering is evaluating this subject and we we will need to wait to see what will be done in this matter. Currently, if you are using the URL survey in a notification template, there is no way to generate the MSG_DIGEST value manually or even automatically.

The MSG_DIGEST parameter in the survey link is internally generated by the system using a hash algorithm designed to ensure the integrity of the link/URL, so it cannot be tampered.

As a suggestion, you need to use the survey tab under Activity Notification instead of the URL survey link used under the custom notification template. Following this way, the new satisfaction surveys can be responded properly.

Note: the old surveys generated from tickets before the patch application still not having the new MSG_DIGEST parameter cannot be answered, and will return the error "AHD05237:Erro interno nas pesquisas." when clicking on the URL link. It would be necessary to reissue these surveys from these tickets so it would take the new parameter, hence they could be answered properly.

Regards,

Roberto

I have a related issue...I don't see MSG_DIGEST part a t all? Can someone point out what process generates this(webengine, mail daemon etc)? Thanks.

As far as I can see:

The MSG_DIGEST parameter gets generated by spelsrvr when preparing the mail message during sending a survey request. It was introduced because of a security violation in 17.1.0.2 , see https://support.ca.com/us/product-content/recommended-reading/security-notices/ca20190117-01-security-notice-for-ca-service-desk-manager.html

Regards

............Michael

Michael, Is there a spell method for that? If so, what is the name and parameter they accept? It solve my problem for a while.

Regards,

Jorge Arcanjo de Souza

Hi Jorge,

In talk I had internally, this is dynamically generated by our code and there is no method right now to generate it through some SPEL code yet.

Regards,

Roberto

Hi Guys,

After a couple of days I created my own workaround to correct this issue:
- Configure the survey as docummentation suggest How to Configure Surveys - CA Service Management - 17.1 - CA Technologies Documentation and keep the name of Survey Message Title

- Create a new string field with 2000 characters of size on Call_Req Table, example: lnk_srvy;

- Create a action macro that blocks the object as follow:

string wc, arrSplit[2];
int debug, num;

debug=1;
wc = format("cntxt_obj ='%s' AND msg_hdr='<Survey Message Title>'",persistent_id);

send_wait(0, top_object(), "call_attr", "api", "get_val_for_wc", "lr", wc,"msg_text");
if (msg_error()) {
logf(ERROR, "Macro Digest -- Ticket: %s - Error: %s", ref_num, msg[0]);
}
else {
lnk_srvy = msg[0];
if( debug==1 ) {
logf(SIGNIFICANT, "Macro Digest -- Ticket: %s - Survey Link %s", ref_num, lnk_srvy);
};
//remove string lines
lnk_srvy=gsub(lnk_srvy, "\0012", "");

//Catch DIGEST value
num=split(arrSplit,lnk_srvy,"DIGEST=");
lnk_srvy=arrSplit[1];

if( debug==1 ) {
logf(SIGNIFICANT, "Macro Digest -- Ticket: %s - Digest saved: %s", ref_num, lnk_srvy);
};
}

- Create a new Event and associate to Action Macro above, remember to put a delay of 10 seconds on event;

- On the same Activity Notification that you configured the survey, attach the new Event;

- After all that you could be return to use the link on HTML Message templates like that:

http://dns_name/CAisd/pdmweb.exe?OP=DO_SURVEY+SVY_ID=400002+CNT_ID=@{call_req_id.customer}+CNTXT_PERSID=@{call_req_id.persistent_id}+MSG_DIGEST=@{call_req_id.lnk_srvy} 

Regards,

Jorge Arcanjo de Souza