Service Desk Manager - Unable to set tenant for lr

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

We are continuously getting error "Unable to set tenant for lr:":-

spelsrvr             6648 ERROR        lr.spl                 182 Unable to set tenant for lr:334778578 from contact(cnt:*)

spelsrvr             6648 ERROR        lr.spl                 182 Unable to set tenant for lr:334778579 from contact(cnt:*)

 spelsrvr            6648 ERROR        lr.spl                 182 Unable to set tenant for lr:334778580 from contact(cnt:*)

spelsrvr             6648 ERROR        lr.spl                 182 Unable to set tenant for lr:334778586 from contact(cnt:*)

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

Resolution

The "lr" table relates to the notification logs table. The impact of being unable to view notification logs may be of lower importance, depending on your usage.

These errors may indicate something wrong with the tenancy settings for the contact record noted in the error message. To determine the user involved, from the database run a query like:

 

select userid, last_name, first_name from ca_contact where contact_uuid = 0x***

(replace *** with the id value from the error)

 

Once you have the contact, you can view the record from within Service Desk. Ensure that a tenant is assigned to the contact, and also ensure they aren't hitting a tenancy conflict (for example, if the case you are trying to create the notification from is in a tenant the contact doesn't have access to). Conflicts will need to be addressed.