When attempting to search a document in Unified Self Service (USS) the search results bring no results

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

When attempting to search a document in Unified Self Service (USS) the search results bring no results, the following error is captured in the liferay log files:

19:53:04,586 ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = '[email protected]' whereClause
19:53:04,603 ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for userid = '[email protected]' whereClause
19:53:04,603 ERROR [ServiceDeskUtil:120] Failed to searchKnowledgeBase: null
java.lang.NullPointerException
at com.ca.sfo.integration.servicemgmt.impl.servicedesk.ServiceMgmtClientServiceDeskImpl.loginIfNecessary(ServiceMgmtClientServiceDeskImpl.java:1046)

Another symptom is that the creation of requests will also fail.

This issue can occur in any environment

Cause: The email account of the user is not set in Service Desk Manager (SDM). In an integrated environment of SDM and USS, it is a requirement to have the same email account in both applications.

 

Resolution:

Ensure that the users that are going to use USS have the same email account in both applications USS and SDM

 

Additional Information:

Install Unified Self-Service with CA Service Desk Manager

 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: