Unable to Save Tickets as Template due to AHD Errors

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Any ticket can be saved as template in a normal scenario. However, following error messages might occur when saving ticket as template

"AHD03075: Required attribute Template is missing from object Request Template"
or
"AHD03075: Required attribute template name is missing from object Change Template".

Environment

Release: SDM 17.x and newer
Component: USRD

Resolution

Workaround:

 1.  Create a ticket: for example Incident ticket

 2. Enter the required details on the ticket that requires to be converted as a template

3.  Save the Ticket

 4. Click on Edit Button, select the ‘Additional Information’ primary tab -  ‘Template’ sub tab

5. Provide a value for Template Name

6. Save the Ticket

The Ticket is now saved as a template.