Knowledge search in Unified Self Service (USS) is not working, no single results are displayed while in Service Desk (SD) works properly.

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Article ID: 40559

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Updated On:

Products

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

Issue/Introduction

Symptoms:

Knowledge search in Unified Self Service (USS) is not working no single results are displayed while in Service Desk (SD) work properly.

The following or similar errors will be captured in the liferay log files of USS:

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)

Environment: 

Service Desk 14.1

Unified Self Service  14.1

Cause:

The account logged in to USS does not have an email account in SD that matches the existing one in USS or simply does not exist.

In order to work properly USS requires that all users that log in this application, must have the same email account stored both applications, this is per design otherwise the integration will not work properly

Resolution/Workaround:

Ensure that all the accounts that require to access USS, have the same email account in SD contact information and USS contact information under the Control Panel.

In SD log in the application with an administrator (i.e. Servicedesk), access the administrator tab->Security and role management-> contacts and select the contact required.

In USS control panel log with an administrator (i.e. CASMAdmin), access Users and Organizations and select the contact required.

 

Environment

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