There's a quirk in the CA Service Desk Manager display of "serial numbers" against Configuration Items.
Against some Families, the field will display if it is Null value.
Against others it doesn't!
Why? Lost in the mists of time. Certain Families were deliberately chosen to display this on/off behaviour. (And for the most part it must be said, doesn't seem to have bothered too many people.)
However, if you wish your CI forms to always display the Serial Number field, whether it is Null, zero, populated or whatever, you may add the following customisation.
I can take credit for confirming the issue, but not the code solution.
This is given "as is." I'm not going to even try and debug it, if it doesn't work!
If this is of concern from a general viewpoint, please log an Idea and link back to this thread.
You may change the behaviour by modifying the detail forms for
For example, serial_num field is not shown on detail page of CIs belonging
to family "Software.COTS" if the serial_num was not added at the time of
creation of the CI.
The HTMPL file for "Software.COTS' is detail_app_extx.htmpl.
You can find the following line in the file:
<PDM_INCLUDE FILE="cmdb_detail.htmpl" extension="app_extx"
If you want to display SERIAL_NUMBER field in all scenarios, you may want
to update it as follows: