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

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 : All Supported Versions
Service Desk Manager All Supported Version

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.