Unable to Authenticate with CASMAdmin during upgrade

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager - Unified Self Service

Issue/Introduction

I am upgrading Service Management to a newer release, but Unified Self Service (USS) is failing to authenticate the CASDMAdmin user. It's requesting for the "Company Admin Name", even though I have entered in the correct information.

Environment

Release : 17.2

Component : CA SERVICE MANAGEMENT

Resolution

Log into USS with another Administrator account and access the "Control Panel", using a url like: http://localhost:8686/group/control_panel

On the left side, under the "Portal" section go to "Users and Organizations"

Find the "CASMAdmin" user in the user list and click the user to bring up the user details.

Confirm that the "Email Address" value matches what is defined in your LDAP environment as well as what is defined in Service Desk/Service Catalog.

After making changes click on the "Save" button on the right side and attempt to authenticate again.