Closing a ticket created in Service Desk does not update in Service catalog. Status in SC stays at "Pending Fulfillment".

Products

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

Issue/Introduction

The integration between Service Desk Manager and Service Catalog is not working, but from Service Catalog to Service Desk Manager works fine. The options manager value for the Service Catalog username is formatted as "domain\userid".

Cause

When a domain name, and the slash, is included in the options manager value, Service Desk Manager is incorrectly adding an extra slash, this breaks the integration.

Environment

Service Management 14.1, 17.1, 17.2

Resolution

As a workaround you may edit the NX.env file on the Service Desk Manager server. Find the value "NX_CASC_USER" you will notice there are two "\" values after the domain name. Remove one of the slashes and restart services. Note that if a pdm_configure is run, this value may revert. This change should be done to all servers in the environment prior to recycling.

The Development team is reviewing this defect for a permanent solution. There is no current ETA for the resolution of the defect.