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Location not appearing in Service Desk

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Article ID: 237318

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

When we add the location type for some locations through ITAM, those locations disappear from Service Desk web interface--they are not searchable and can't be seen anymore. Why?

 

Environment

Release : 17.3

Component : SDM - Classic UI

Resolution

Both ITAM and Service Desk use ca_location mdb table for their location storage and some records in this table are for ITAM and some are for Service Desk .

Once the location type is specified in ca_location table records via ITAM UI, those locations are considered ITAM locations and they are not considered Service Desk locations therefore you can't find them from Service Desk UI.