The Call Service Desk options are not available in Options Manager

Document ID : KB000094175
Last Modified Date : 02/05/2018
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When we go to Options Manager-> Call Service Desk, there should be three options listed:
  • call_service_desk_default_phone_number
  • call_service_desk_mobile_enable
  • call_service_desk_tenant_phone_number_field
In some cases after an upgrade, these options may not be visible.
CA Service Desk Manager 17.0 and 17.1 upgraded from previous releases.
The cause looks to be that during the upgrade process, one of the data loads was not run or failed to complete.
If the Call Service Desk options are not visible in the Options Manager, on the Service Desk server, go to the NX_ROOT\Data folder and run the following command:

- pdm_load -f albany_insert.dat

Once the data load completes, stop the Service Desk services and clear your browser cache.
Restart the Service Desk services and then login and go to Administration-> Options Manager-> Call Service Desk and verify that the options are visible.