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In new Incident creation window Inactive Incident Area is visible

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  • 1.  In new Incident creation window Inactive Incident Area is visible

    Posted 11-20-2017 01:08 AM

    Hi,

     

    We have one Inactive request area "Network.Network Configuration" . We activated that area and renamed it as  "Network.Network Configuration Old"  for visibility checking in web. After checking that we again renamed it to "Network.Network Configuration"  and made it inactive.

     

    The problem is still it is visible in service desk Web interface as "Network.Network Configuration Old"  as incident request area even though there is no request area in that name. Also on opening that incident area link it is pointing to the "Network.Network Configuration"  area which is already inactive.

     

    Got confused with this display. Please help to make the inactive incident area invisible in Web. Thanks.

     

    Regards,

    Maheswari.K

     



  • 2.  Re:  In new Incident creation window Inactive Incident Area is visible

    Posted 11-20-2017 02:19 AM

    Does the problem go away if you restart the SD service ? What version of SD are you running ?



  • 3.  Re:  In new Incident creation window Inactive Incident Area is visible

    Posted 11-20-2017 03:43 AM

    Cristi,

     

    Version is 12.6.

     

    No we didn't restart the service.



  • 4.  Re:  In new Incident creation window Inactive Incident Area is visible

    Posted 11-20-2017 08:24 AM

    Hi Maheswari,

    As you are aware 12.6 is a much older version of SDM that has been out of support for several years now.  I would strongly advise you to upgrade to a supported version of the product such as 17.0.   That said, 12.6 did have some issues with data caching at the webengine level which is probably what you are seeing.  A recycle of services should fix it for you.

    Thanks,

    Jon I.



  • 5.  Re:  In new Incident creation window Inactive Incident Area is visible
    Best Answer

    Posted 11-20-2017 08:36 AM

    Hi Maheswari,

     

    Try running the following commands:

     

    pdm_webache -H

    pdm_cache_refresh -t Prob_Category

    and finally clear your browse cache.

     

    Hope this helps?

     

    Regards,

    Brian



  • 6.  Re:  In new Incident creation window Inactive Incident Area is visible

    Posted 11-20-2017 01:57 PM

    @Maheswari.K  - did Brian's steps help here?