Assets not showing under environment tab on CA Service Desk Manager (CA SDM) contacts

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Article ID: 35673

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Updated On:

Products

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

Issue/Introduction

Issue:

When assets are loaded using the CA IT Asset Manager utility (not GRLoader), although they do have a primary contact on the asset itself, the asset does not show in the "environment tab" on the contact record in CA Service Desk Manager.

Environment:  

CA Service Desk Manager 12.6, 12.7, 12.9, 14.1

Shared MDB between CA Service Desk Manager and CA IT Asset Manager

Cause: 

This occurs is because there is an lrel relationship that is created between the contact and the asset, which is triggered when the asset is saved on the CA Service Desk Manager side, either through the CA SDM GUI or when using GRLoader to load assets/configuration items. 

Resolution:

There are two options to resolve/workaround this problem:

Option #1: Update all affected assets using GRLoader, which will trigger the proper lrel relationship to be created, and allow for the asset to be shown on the contact's environment tab in CA Service Desk Manager.

Option #2: Perform a manual edit, and then save, on each asset.  This would trigger the proper lrel relationship to be created, and allow for the asset to be shown on the contact's environment tab in CA Service Desk Manager.

Additional Information:

Using GRLoader to Import or Update Configuration Items and Assets

Importing data using the CA IT Asset Portfolio Manager Data Importer

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: