search cancel

Error "Error synching status to Catalog. Cannot find user:ServiceDesk" appears when closing ticket in Catalog from Service Desk Manager

book

Article ID: 112027

calendar_today

Updated On:

Products

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

Issue/Introduction

Closed status is not synchronized between Service Desk Manager and Service Catalog. 
When the Service Desk ticket associated to a Service Catalog request is closed, the status it is not updated on the Catalog request.
jstd.log shows:
ERROR CatalogServiceProcessor 119 Error synching status to Catalog. Cannot find user:ServiceDesk

Environment

Service Catalog 14.1 and later
Service Desk Manager 14.1 and later
Service Management 14.1 and later

Cause

ServiceDesk userid is used for the integration but is duplicated in ca_contact table.

Resolution

The duplicate userid's may exist only when 1 is active and the other is inactive.
Identify and rename the duplicated userid's for ServiceDesk.
This can be done from:
1) Database level by running: select userid, count(*) from ca_contact where userid like '%ServiceDesk%' group by userid having count(*) > 1
2) CA Service Desk Manager > Security and Role Management > Contacts Search for active and inactive users
> Locate the duplicate userid's for ServiceDesk.

3) Once the duplicates are identified, rename the inactive ServiceDesk userid and this will solve the issue.