The Request Template Association List for Support Automation is empty.

Document ID : KB000008468
Last Modified Date : 14/02/2018
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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.

request template association.png


SDM 12.9SDM 14.1SDM 17.0

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.


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.