After inactivating template, the initial template search results still include the template; after activating, template may be missing from the results.

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Article ID: 141970

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

The template list does not always immediately include a template that was just created or activated; the template list does not always immediately exclude a template that was just inactivated.
 
Steps-to-Reproduce:
 
1. Create a change order template by creating a change order and assigning it a template name.

For example, create change order #66: enter "Chg66template" in the Template Name, in the Template Active field, the value is Active, Save the change order, close the window.


 
2. Immediately, from the Service Desk tab, click "File" and select "New Change Order from Template". The Change Order Template Search form is displayed in a new window. The change order might not be included in the list (but it should be); click "Search" and the change order is included in the list.  Close the template search window.
 
Note that in the example, CO63template is present but the new template Chg66template is not in the list.
 
After clicking on "Search", the new template appears in the list:
 
 
3. Open the change order that was created in step #1, set the template from Active to Inactive, click Save, close the window.
 
4. Immediately on "File" and select "New Change Order from Template" in the Service Desk tab. The Change Order Template Search form is displayed in a new window and the change order is still in the list (but it should not be); click "Search" and the change order is no longer in the list. 
 

Cause

The situation is reported as product defect DE50931.

Environment

Release : 17.1, 17.2 (verified in 17.1.0.4 and 17.2.0.3)

Component : SERVICE DESK MANAGER

Resolution

Product defect DE50931 would be fixed as per Severity "S3" criteria of the Defect Resolution Process.

Additional Information

Service Management - Defect Resolution Process

Attachments