We recently update our license so that we could make use of the call management module. However, I am not able to create a new process link in ServicePortal. The usual Incident/Problem/Change show up, but nothing else. Console is fine. I'm not concerned about WebDesk as it wil never be used in WebDesk.
I have performed an IIS reset but this has not helped. I was wondering if I need to run MDM even though this was always ticked and it's never been possible for it to be anything else.
Has anyone else seen this sort of issue?
If Call Management was already ticked in MDM I would imagine it should appear in Console once a valid licence for that module has been applied, however as it's not appearing then I would say running MDM would be a good start. There isn't a great risk of anything bad happening by running MDM anyway. As always though- backup, backup, backup
This was a known issue in Service Portal 7.3.x and is logged as problem 4364. It can be overcome with some manual editing of the database so I'd recommend you log this with support quotiing the problem number and we'll be able to walk you through working around the issue.