Quick Request button in greyed out on Quick Profile window since upgrade top 17.3 RU10

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Upgraded to Service Desk Manager 17.3 RU 10 from 17.1 RU2.  Since the Upgrade, the Quick Request button on the Quick Profile windows has been greyed out. This happens to most users but it seems work for a couple of contacts.

Environment

Release : 17.3

Component : SDM - Classic UI

Resolution

The RU patch install automatically installs option FILTER_TEMPLATE_SEARCH. As a result, when SDM searches for quick templates, it adds an extra where statement on the contact's organization and as such, for most contacts this Quick Profile button is greyed out.

To resolve this issue, un-install option FILTER_TEMPLATE_SEARCH from Administration-->Options Manager-->Request-Change-Issue and then recycle SDM.