Random Failures with Synchronization of Attachments
Article ID: 210268
Updated On:
Products
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
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