xflow and service point not showing the ticket from servicedesk

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

In Xflow and Service Point,no new or existing SDM tickets are displaying.

While clicking on Open Tickets/Closed tickets in Service Point, error "Auth_Functional_Access_No_Access" is shown in the browser console.

Below errors appearing in the searchMS.log 

INFO  2023-06-08 13:31:56 [ka.actor.default-dispatcher-12] Authorizer                       482 Functional group not found for resource:cr
ERROR 2023-06-08 13:31:56 [ka.actor.default-dispatcher-10] Authorizer                       273 com.fasterxml.jackson.core.JsonParseException: Illegal unquoted character ((CTRL-CHAR, code 9)): has to be escaped using backslash to be included in string value at [Source: (StringReader); line: 1, column: 13870]
INFO  2023-06-08 13:31:56 [ka.actor.default-dispatcher-10] Authorizer                       482 Functional group not found for resource:cr

Environment

Release : 17.3

Cause

For the OBJECT cr in the wsp.mods file, the external_system_ticket has junk character in DISPLAY_NAME as below:

which was resulting in the tickets related master data not getting cached.

Resolution

Removing those characters, restarting the SDM services followed by Xflow services resolved the issue.