Error: "Exception changing role in SDM Server.java.util.concurrent.ExecutionException: com.ca.casm.exception.CasmBaseException: Failed to change role: 'change_role' request failed" When Logging Into xFlow/Service Point

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Article ID: 141022

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

Some xFlow/Service Point users cannot log into the application after an upgrade. The following error appears:

 

ERROR - [c.c.c.a.AuthenticationInterceptor] - Exception changing role in SDM Server.

ERROR -  [c.c.c.a.AuthenticationInterceptor] - Exception changing role in SDM Server.java.util.concurrent.ExecutionException: com.ca.casm.exception.CasmBaseException: Failed to change role: 'change_role' request failed; role_id=XXX not valid for userid=XXXXXXX, session_id=XXX and session_type=XXat java.base/java.util.concurrent.CompletableFuture.reportGet(CompletableFuture.java:395) at java.base/java.util.concurrent.CompletableFuture.get(CompletableFuture.java:1999) at com.ca.casm.authentication.AuthenticationInterceptor$1.delegateController(AuthenticationInterceptor.java:614) at com.ca.casm.authentication.AuthenticationInterceptor$1.lambda$null$3(AuthenticationInterceptor.java:272) at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:859)Caused by: com.ca.casm.exception.CasmBaseException: Failed to change role: 'change_role' request failed; role_id=XXX not valid for userid=XXXXXXXX, session_id=XXXX and session_type=XXX at com.ca.casm.actor.helper.SdmBoplginMethodHelper.lambda$changeRole$4(SdmBoplginMethodHelper.java:333) at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:72) at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:71) at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:859) at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)

ERROR - [c.c.c.a.AuthenticationInterceptor] - Authentication failed

Cause

Root cause being analyzed

Environment

Release : 17.2

Component : XFLOW INTERFACE FOR SDM

Resolution

Workaround:


1. Determine the Access type being used by the users experiencing the problem

2. Log into SDM as Administrator > Administration > Security and Role Management > Access Type > Click on the Access Type from step 1.

3. Click on Roles tab.

If there is a default role selected: Select any other role and select again the previous one.

If there is no default role selected: Select a default role

4. Go to Apps tab and change the default app.


These changes should allow fixing the issue at the database level.