Error when changing userid in Service Desk Manager

Products

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

Issue/Introduction

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 userid's are different. I can see the following in the log when testing with user spadmin to 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

Release : 17.3

Resolution

To avoid this issue there are 2 options:

1. workaround: change the userid to something different (ie: abc1) > Save changes > change to Abc

2. Install the option named "ignore_security_case" under Options Manager > Security > Restart SDM services. Reference:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/administering-ca-service-desk-manager/options-manager.html#concept.dita_17975e427d5f64a802e041ca8a4fad818aa7f9e2_SecurityOptions