Service Catalog Form does not load When trying to approve it


Article ID: 103530


Updated On:


CA Service Catalog CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager


Service Catalog Form does not load when trying to open a request as an approver


The approver user(id) is duplicated in ca_contact table of the mdb database.
And the request is saving data to the user which is inactive in the ca_contact table.


Service Catalog 12.9 and later


1. Log into CA Service Catalog (or Service Desk Manager if is connected to same mdb database) as an administrator (ex: spadmin)
2. Administration > Users > Search for the supervisor of the user with the problem. Two duplicate users should appear.
3. Open one of the users and change the userid of this 'one of the 2 duplicates'.
4. Run the search again.

To search the duplicate users from database level in the mdb database/ca_contact table, see the document in the additional information section.

Additional Information

"Exception occured processing request for plugin" When searching for a user in CA Service Catalog.