The Request Template Association List for Support Automation is empty.

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

In Service Desk under the Administration tab > Support Automation > Service Desk Integration > Request/Incident Template Association > Create New > The list under Name does not show any templates.

Selecting the drop down yields no results even when templates should be available.

<Please see attached file for image>

 

Environment

SDM 12.9SDM 14.1SDM 17.0

Cause

When the Create New button is selected, SDM runs the following for the Create New query: 

SELECT cr_template.template_name FROM cr_template WHERE cr_template.del = 0 ORDER BY cr_template.template_name 

 

The root cause for this issue can stem from another template having a NULL value for template_name on the cr_template table, which is a required field, and can cause all other templates to not be displayed.

Resolution

Remove or modify the NULL records for template_name on the cr_template table.

Then run the following command to refresh the cache on the cr_trmplate table:

pdm_cache_refresh -t Cr_Template

 

Refresh the browser and all templates should now be available through the drop down menu when attempting to associate a new template to Support Automation.