requests opened duplicate in Service Desk Manager from Service Catalog

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Article ID: 106767

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS 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

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"

Environment

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

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"