Random Failures with Synchronization of Attachments

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Article ID: 210268

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Updated On:

Products

CA Service Desk Manager CA Service Catalog

Issue/Introduction

Customer is reporting they are seeing random failures in the synchronization of attachments

2021/02/11 13.34.13.658 ERROR [Rule Action Executor-10] [CreateIncidentAction] Impersonation to the user USER is failed.
2021/02/11 13.34.13.658 ERROR [Rule Action Executor-10] [CreateIncidentAction] Adding the attachments to incident failed. Reason:Impersonation to the user USER is failed. Please check the service desk configuration.
2021/02/11 13.34.13.658 ERROR [Rule Action Executor-10] [CreateIncidentAction] Create Incident action is failed. Adding the attachments to incident failed. Reason:Impersonation to the user USER is failed. Please check the service desk configuration.

Cause

Customer recently updated from SDM 17.2 to 17.3.3, then the Customer began to notice random failures with the synchronization of attachments. 


Customer creates a request from Service Catalog which includes attachments, sometimes, this was not synchronized with the corresponding request from Service Desk. 

Environment

SDM 17.3RU3 and Service Catalog

Resolution

Customer re-ran Service Catalog installation. Customer was advised to select INTEGRATE.

Complete reinstallation of Catalog is not necessary.

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/troubleshooting1/troubleshooting-ca-service-management/integrate-ca-service-catalog-with-ca-service-desk-manager-manually/step-4-synchronize-notes-and-attachments.html