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


Article ID: 112027


Updated On:


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


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


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


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


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.