Service Catalog requests are not closing when accessing from SDM

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• CA Service Catalog

Issue/Introduction

Service Catalog requests are not closing and the following error appears: "You do not have access rights to view this request" in jstd.log from Service Desk

When the Service Desk ticket associated to a Service Catalog request is closed, the status it is not updated on the Catalog ticket.

Cannot synchronize status between SDM and Catalog.

NX_ROOT\log\jstd.log shows:

[Thread-2] ERROR CatalogServiceProcessor 119 Error synching status to Catalog. Exception occurred in updateRequestItemStatus: Exception=com.ca.usm.common.CommonException: You do not have access rights to view this request.:<Ticket ID> Message=You do not have access rights to view this request.:<Ticket ID>

Environment

Service Management 17.x

Cause

ServiceDesk username is used for the integration but does not have rights in CA Service Catalog to close the ticket.

Resolution

1. Log into Service Catalog as Service Delivery Administrator
2. Go to Administration > Users
3. Search for ServiceDesk > Set role to Service Delivery Administrator
4. Ensure Service Delivery Administrator is in the "Access Control: Proxy Action" selected list
5. Close a case with "Closed" status in Service Desk.

Additional Information

See also KB Article 265395, which discusses issues with SDM updates not being applied into Catalog, including status changes.