Service Catalog requests are not closing

Products

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

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. 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 17.1 and later.

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.