Good Morning Patsy
Please check on the following, somewhat formal kind of statement:
This 'Community' functionality is meant for relatively simple questions&(quick)answers for CA Service Catalog.
Looking into this one, it seems/appears that a 'quick answer' can not be made available within this community thread.
More likely, 'investigation' and/or 'debugging' is needed to find a possible cause and solution for this.
Therefor I need to ask you to consider to open a 'standard' case.
Through which you can get 'standard' and 'full-service' follow-up by our Support Teams.
Thanks in advance for your understanding and kind regards, Louis.