Error when changing userid in Service Desk Manager

Products

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

Issue/Introduction

When attempting to change the userid of a CA Service Desk Manager contact, following error is received:

Error 1 attempting to set userid to "Abc": AHD05910:User ID entered needs to be unique. Multiple Active Contact records with the specified User ID credentials were found.

This issue occurs because there is a code (force_unique_userid.spl) to validate that the userids are different.

You can see the following in the STDLOG  when testing with user spadmin and Spadmin:

spelsrvr                7592 TRACE        force_unique_userid.    63 old_val='spadmin' new_val='Spadmin' userid_escaped='Spadmin'
spelsrvr                7592 TRACE        force_unique_userid.    78 found 1 UserID's that matches 'Spadmin'
spelsrvr                7592 TRACE        force_unique_userid.    82 'Spadmin' UserID already exists

Environment

CA Service Desk Manager 17.x

Resolution

To avoid this issue there are 2 options:

1. Workaround: change the userid to something different (i.e: abc1), save changes and then change to Abc

2. Install the option named "ignore_security_case" under Options Manager > Security and restart the SDM service