Command Bar

You can use the Command Bar to manage text commands, add additional ticket attributes for new tickets, and configure smart words.
casm172
HID_xFlow_Command_Bar
You can use the Command Bar to manage text commands, add additional ticket attributes for new tickets, and configure smart words.
Copy and Paste operations are not supported for Command Bar in xFlow Interface.
This article contains the following topics:
Commands
All the commands are in the
Active
state by default.
Disable a Command
As an administrator, you can only disable command from the command bar. You cannot create or add a new command.
Follow these steps:
  1. Log in to CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    xFlow Interface
    ,
    Command Bar,
    and
    Commands
    .
  3. Select the command you want to disable.
    The command detail page appears.
  4. Click
    Edit
    .
  5. Set the
    Status
    to
    Inactive
    , and click
    Save
    .
Modify the Command Alias
As an administrator, you can modify the command alias. An Alias is optional and can be used in place of the command.
Follow these steps:
  1. Log in to CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    xFlow Interface
    ,
    Command Bar,
    and
    Commands
    .
  3. Select the command for which you want to modify the alias.
    The command detail page appears.
  4. Click
    Edit
    .
  5. Modify the
    Alias 1
    , and click
    Save
    .
    The command Alias is saved.
Exclude Attributes for the Set command
An administrator must exclude system level attributes for the Set command.
Follow these steps:
  1. Access the
    casm.conf.do-not-change.js
    file located in C:\
    Program Files\CA\xFlow\APPS\UI\Apache24\htdocs\conf
    folder.
  2. Locate the key:
    customattribExclusions.
  3. To the existing list, add the system level attribute that you want to exclude for the Set command.
  4. Click
    Save
    .
  5. Restart the
    CA Service Management
    xFlow Server
    Service.
    We recommend to exclude any system level attributes for the Set command. This includes and is not limited to the following attributes:
    Call Back Flag, Closed On, Heat, Id, Last Modified, Modified By, Opened On, Resolved On, Reported by, SLA Violation, Ticket Number, Type, Persistent id, Predicted Sla Violation
    , and
    Priority
    (When APC is enabled)
New Ticket
Default Ticket Type
A ticket in the
xFlow Interface
can be an incident or a request. An administrator can set a default ticket type for the tickets created by the analysts.
Follow these steps:
  1. Log in to CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    System
    ,
    xFlow Interface
    , and
    General
    .
  3. From the General Configuration List, select
    TicketType
    .
  4. Click
    Edit
    and enter one of the following values in the
    Configuration Value
    field:
    0
    : The ticket type is Incident.
    1
    : The ticket type is Request.
    2
    : The ticket types are Incident and Request. However, the default ticket type is Incident.
    3
    : The ticket types are Incident and Request. However, the default ticket type is Request.
  5. Click
    Save
    The default ticket type is saved.
Attributes Displayed While Creating a Ticket
To capture additional information for a ticket, an administrator can mandate attributes to be displayed when a ticket is created.
Follow these steps:
  1. Log in to CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    xFlow Interface
    ,
    Command Bar
    , and
    New Ticket
    .
  3. Click
    Create New
    .
    The Create a New Ticket Attribute page appears.
  4. Complete the fields as appropriate:
    Status
    Indicate if the attribute is active or inactive.
    Ticket Attribute
    Click the magnifier icon to search for an attribute to be displayed while creating a ticket.Search results display attributes available in the Ticket Attribute list.
    We recommend not adding any system level attributes to be displayed while creating a ticket. This includes and is not limited to the following attributes:
    Active, Call Back Flag, Closed On, Customer, Description, Heat, Id, Last Modified, Modified By, Opened On, Resolved On, Reported by, SLA Violation, Ticket Number, Type, Persistent id, Predicted Sla Violation
    , and
    Priority
    (When APC is enabled)
    Default Value
    (Optional) Click the magnifier icon to search and assign a default value to the attribute.
  5. Click
    Save
    .
Smart Words
Smart Words are suggestions with which you can auto-categorize and apply template to a ticket.
Command bar identifies the smart words when an analyst enters the description of the reported issue. Each smart word has one or more associated categories and templates.
For example, you can create a mapping for smart words like
outlook
,
express
,
lotusnotes
and
macmail
, and assign a Category (For example,
Email
) and a Template (For example,
ITIL
Email
and
ITIL
Software
).
When you upgrade to
CA Service Management
14.1.03, a list of smart words are generated based on the ticket information stored within the Search Server or CA SDM Server. However, smart words defined by the administrator have higher preference than the server-generated smart words.
Create a Smart Word
Follow these steps:
  1. Log in to CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    xFlow Interface
    ,
    Command Bar
    , and
    Smart  Words
    .
  3. Click
    Create New
    .
    The Create New Smart Word page appears.
  4. Complete the following fields as appropriate:
    1. Category
      : Click the magnifier icon to search for a category.
    2. Keyword
      : Provide the list of keywords (separated by space) to be associated with the selected category.
    3. Status
      : Indicates if the attribute is active or inactive.
  5. Click
    Save
    .
  6. After creating a smart word, you can add or attach a template to it. Select a Smart word and from the Smart Word Detail page, select
    Add Template
    .
    You can add a template based on your ticket type (Incident or Request).
  7. After creating a smart word, you can add or attach a template to it. Select a Smart word and from the Smart Word Detail page, select
    Add Template
    .
    You can add a template based on your ticket type (Incident or Request).
Ensure that you have configured a schedule to refresh the smart words in the search server. The smart words that you define in CA SDM are added to the search server only when you refresh the auto categorization index. For more information about refreshing the auto categorization index, see
Refresh the Smart Words for Command Bar in the Search Server
topic in Perform Initial Load and Refresh Index and Data on the Search Server.
Configure the Smart Words
As an administrator, you can configure the number of categories and templates that you can view in the command bar.
Follow these steps:
  1. Log into CA SDM as an administrator.
  2. Navigate to the
    Administration
    tab, select
    xFlow Interface
    ,
    General
    .
  3. Edit the
    esearch.default.categoryNtemplate.suggestions
    property and define a configuration value.
    For example, set the value as
    esearch.default.categoryNtemplate.suggestions=5.
  4. Click
    Save
    .
  5. Restart the
    CA Service Management
    xFlow Server
    service.
    The command bar displays the defined number of categories and templates that match the smart word. For example, if your smart word is
    Outlook
    and the parameter value is 5, the command bar displays the first five categories and templates that match the smart word. In this example, it displays 10 suggestions, five each of the matching category and template.
Attach a Service Type Event or Update a SLA
You can also attach a Service Type Event to a ticket or Update a SLA using the
xFlow Interface
Command Bar Option. For more information see, Manage Service Type Events (SLA) - xFlow Interface.