Service Catalog Form does not load When trying to approve it
Article ID: 103530
Updated On:
Products
CA Service Catalog
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Issue/Introduction
Service Catalog Form does not load when trying to open a request as an approver
Cause
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.
And the request is saving data to the user which is inactive in the ca_contact table.
Environment
Service Catalog 12.9 and later
Resolution
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.
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.
https://comm.support.ca.com/kb/exception-occured-processing-request-for-plugin-when-searching-for-a-user-in-ca-service-catalog/KB000092804
https://comm.support.ca.com/kb/exception-occured-processing-request-for-plugin-when-searching-for-a-user-in-ca-service-catalog/KB000092804
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