In the Incident/Request detail form, an Area that contains a Service Contract doesn't appear in an environment configured for Multi-Tenancy

Document ID : KB000029405
Last Modified Date : 14/02/2018
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This problem occurs only in a multi tenancy environment. A new incident/request is opened for a tenanted user. When the Area lookup popup opens to be selected, all the Areas that have Service Contract assigned to them don't appear. Only the Areas without Service Contract are listed.

Steps to Reproduce:

.       1. Create a new Service Contract for a particular tenant


2. Create a New Organization for the same tenant and set the Service Contract as the created in step 1


3. Create a new contact for the same tenant and set the Both Functional and Admin Organizations with the one created in step 2


4.    Edit the new service contract and add a new area for incident/request/problem


5. Open a new incident for user created in step 3.

See the unexpected behavior:


See the expected behavior:



Ca Service Desk 12.7, 12.9



CLASSIC_SLA_PROCESSING option is Installed



The Solution to get the expected behavior is:

1.Uninstall the CLASSIC_SLA_PROCESSING option

2.Recycle the Service Desk Services