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.
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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.
SDM 12.9SDM 14.1SDM 17.0
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.