Support Automation: Unable to fetch URL

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When utilizing USS in ServiceDesk 17.0 clicking on "Chat with Analyst" returns the error message "Unable to fetch URL"

How do we resolve this issue if you have EEM configured in the environment?

Environment

Service Desk Manager 17.0 with USS and EEM

Resolution

If EEM has correct email address for the user in question, then USS should have generated that. If EEM does not
have email address, USS creates a junk one dynamically and that's why they'll have some other email address.

If EEM has correct email and still is giving grief in USS for new users logging into USS, then

- Delete EEM -> LDAP/AD connection and create it again.

This will then resolve this issue.