Deployed SRD Not seen in Request Entry Console:
Pls check entitlement settings if any.Assume that particular SRD is Deployed and Online.
Also make sure that its Navigational Categories are active.
It entitlements are enabled ensure the SRD is included in a entitlement rule and/or not in an exclusion rule. Also may need to flush entitlement cache to ensure newly added items are picked up.
Already flushed the Cache and still same Issue
Already flushed the Entitlement Cache and still same Issue
Pls confirm the following...
1) Entitlement is enabled or not in your environment?
If enabled,Disable it temporarily and check the particular SRD is visible in RE console or not.
You might try this if the SRD is not appearing in the SRM console. We've had the issue from time to time, and this fixes the issue in those instances.
With the SRD off-line, go to the form Service Request Definition Base > remove the the RO instance ID from the Misc tab and save. Make a change to the SRD from the Service Catalog Manager Console, and put it back on-line. Check to see if it's searchable and appears in the SRM console..
We have tried the same but still checking for the same.
It seems When SRDs are migrated between environments, entitlements are not attaching correctly. and thats why The Imported SRD's are not visible in the Request Entry Console.
Do perform the following steps :
Flush the Entitlement Cache after Importing any SRD by following the below steps.
1) Application Administration Console -> Custom Configuration
2) Service Request Management -> Entitlement -> Entitlement Management
3) Expand Other Functions in the Application Menu at the Left
4) Click on User Validation which should open "Entitlement Console" window
5) Scroll to the Bottom and Click "Flush Entitlement Cache"
6) After the above steps, logout of the Remedy Session and Clear the Browser Cache Completely
7) Login and Test - Entitlement Rules should work now.
Check that again and if it doesnt work you can do the below things
Also Disable Entitlement Rules in Entitlement Management to view that new Service in Request Entry Console. also you can try
*Create an Entitlement Rule with the appropriate qualification and attach that Entitlement to that New SRD.
Note: Service Request Management version 7.6.03 onwards its compulsory to have Entitlement Rule associated to every SRD's.
Hope this helps
Try this one. Go to the Service Request Definition Base form, search the SRD. Scroll down and you will find a drop down field on the right hand side named 'Assignee Groups'. Select Public group in it. Let me know if you are able to view the SRD after trying this.