Unable to add a contact to role in CA Asset Portfolio Management 14.1.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

I'm unable to add a contact to a role in ITAM. He previously existed in APM with the same role; however, was removed when he left the company. Now he is back and I cannot add him again on the role management screen. I checked his contact and he does not already have a role. When I search for him in the role to add him, he is not found. His record is active.

Environment

CA Asset Portfolio Management 14.1, any patch level

Cause

The user was still authorized to the application, but was not in a role. 

Resolution

Rather than adding the user to a role under the role name, navigate to user/role management and select  'authorize users'.  Search for the user and de-authorize the user.  Then authorize the user again (on this same screen) and click the pencil icon to add the user to a role.