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

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Article ID: 6276

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Updated On:

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.

Cause

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

Environment

CA Asset Portfolio Management 14.1, any patch level

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.