Multi-Tenancy environment; while in the web interface tabbing out of "Affected End User" field of a new request, the following message is reported: getCandidateTenants(cr:83274874,3986928649836438928346) failed - tenantcache is not correctly initialized

Article Id: 49344
Status: Published
Updated On: 14-02-2018 07:59
Legacy Id: TEC571273
Products:
CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER 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:

Description:

Scenario: Multi-Tenancy installed

During the creation of a New Request via web interface, when the user tabs out of "Affected End User", the following error message is reported:

getCandidateTenants(cr:83274874,3986928649836438928346) failed - tenant cache is not correctly initialized

Solution:

A Solution exists for a similar problem: RI30769 (problem USRD/1152) but in some situations it is not enough.

The Solution RI30769 requires you to modify the web.cfg file, adding to the SelListCachePreload variable, the following: 

tenant(name subtenant_group supertenant_group)

In this situation, together with what has been suggested via RI30769, you also need to modify the web.cfg file to add the following to the SelListCahePreload variable: 

tenant_group_member(tenant_id tenant_group)

The resultant setting for the SelListCachePreload variable will be following:

SelListCachePreload .. tenant(name subtenant_group supertenant_group) tenant_group_member(tenant_id tenant_group)

Environment:

Release:
Component: ARGIS