requests opened duplicate in Service Desk Manager from Service Catalog

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

All the requests opened in Catalog, are being opened duplicated in Service Desk

Environment

CA Service Desk Manager 14.1.x / 17.1.x
CA Service Catalog 14.1 / 17.1

Cause

This is happening because customer activated the following rule:
Configuration/Events-Rules-Actions/Request-Subscription Item Change/When Category is Service Management Content and Status is Pending Fulfillment together any other rule also set to Active.
The other rule active is: "When Category is Hardware and Status is Filled from Inventory"

Resolution

To solve this problem, customer set as inactive the rule: Configuration/Events-Rules-Actions/Request-Subscription Item Change/When Category is Service Management Content and Status is Pending Fulfillment and let only the "When Category is Hardware and Status is Filled from Inventory"