Unable to Create tickets via Virtual Virtual Analyst Chatbot in MultiTenant Environment
Article ID: 407751
Updated On:
Products
Issue/Introduction
In an environment that already has tenancy configured, Virtual Analyst ticket creation is newly configured and not working as expected.
When trying to create a ticket in Virtual Analyst, the following error is generated in the Virtual Analyst window:
CMS0049: Unable to process your request. Please contact your system administrator.
The \xFlow\APPS\logs\collabms.log file may contain useful errors like:
ERROR - 2025-05-22 13:55:27 [c.ca.casm.bot.action.utils.BotUtils] - Bot user authentication failed.
ERROR - 2025-05-22 13:55:27 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid ()
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException:Failed to log in using user ID (botuser); no active tenant found for session type
Environment
All versions of Service Desk Manager
All versions of xFlow/Service Point
Multitenant Environment
Cause
Insufficient permissions are preventing the ticket from being created
Resolution
The errors in the collabms log indicate a permissions issue, so there are a few configuration settings that need to be verified.
Confirm that the testing user can create tickets in Service Desk Manager
Then confirm that the botuser id and the testing user ID have Administrator Access Types in SDM.
If your environment is a multitenant environment, please ensure the bot user and test user are members of tenants with sufficient permissions.
If you need further clarification please consult the Manage Multi Tenancy link below.
Also if the user is defined externally through something like LDAP, then ensure that user has admin privileges there as well.
Additional Information
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