Users are unable to log into Unified Self Service.

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When attempting to log into Unified Self Service, USS will time out and give no error message.

Environment

Unified Self Service 14.1Unified Self Service 14.1.02

Cause

Liferay logs are located in  <OSOP_Install_Dir>\logs   (example: C:\Program Files\CA\Self Service\OSOP\logs )

While viewing the Liferay log at the time of the incident the following statements are logged:

ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = "contacts email address"

ERROR [EEMLogin:120] Error during authentication in EEM

Logging into Unified Self Service portal with screen name of the format domain\userid may cause USS to time out. This happens when the user doesn't have an email address assigned to them which can be authenticated against EEM.

 

 

 

Resolution

US4SM 26 can be found here: https://support.ca.com/irj/portal/kbproblem?docid=638208&productcd=US4SM&problemnbr=26#properties\n\n2

 

Post Installation Step -

Set the flag "auth.pipeline.enable.liferay.check" to false, in the portal-ext.properties file to avoid login issues. A restart USS is needed.

 

 

 

 

Additional Information