Drop down field working as lookup when choosing the Knowledge Base Article template

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Article ID: 5980

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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

When an Analyst creates a Knowledge Base article, when choosing the Document Template, in place of having a Drop down list it opens a lookup window.

 

Environment

CA Service Desk Manager R14.1Windows EnvironmentArchitecture: Conventional or Advanced Availability

Resolution

By default, CA SDM is going to show up to 25 templates as a drop down list. 

When exceeding this value, it is going to open a lookup window.

This can be adjusted by following the steps described in this document: TEC479559

Or you can adjust the form, by adding the "lookup=no" instruction, as per document: TEC470895

However, when you have multi_tenancy = ON, CA SDM is always going to open a lookup window. This is by design.

In order to make it work as a drop down list it is necessary to customize the form. For further assistance on customizations, please refer to the CA Service Desk Manager Community: CA Service Desk Manager Discussions