After upgrading CA Service Desk Manager (CA SDM), why are some dropdown fields converted to lookup fields?

Document ID : KB000025666
Last Modified Date : 14/02/2018
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Introduction

Very often, after upgrading CA Service Desk Manager, end users notice that some fields on web interface are now lookup fields and not dropdown fields as prior to the upgrade. This document explains why and how to restore the fields back to dropdown fields.

Question

After upgrading CA Service Desk Manager (CA SDM), why are some dropdown fields converted to lookup fields?

Environment

CA Service Desk Manager 12.x and 14.x

Windows, Unix and Linux

Answer 

Dropdown fields might become lookup fields after a CA SDM upgrade becase the custom value of parameter "SelListCacheMax" in the NX_ROOT\bopcfg\www\web.cfg file did not get carried over from previous the version. This value controls the maximum value for a dropdown field before the CA SDM converts the field to a lookup.

To correct this, compare this value in the previous WEB.CFG file (all CA SDM files are to the MX_ROOT\migrate directory prior to the CA SDM upgrade) to the value in the current WEB.CFG file and make the necessary changes.  After making any changes, a restart of the CA SDM service is required.

Additional Information

It is also recommended to examine all the custom values in previous WEB.CFG file (i.e. timeout) and make any necessary changes so that the CA SDM users have a consistent experience after the CA SDM upgrade.