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
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.
Ensure that the users that are going to use USS have the same email account in both applications USS and SDM
Install Unified Self-Service with CA Service Desk Manager