USS pages like "Report an Issue", "Request a Service", "My Requests" and "Ask a Question" shows blank page and nothing is displayed

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Article ID: 7169

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Updated On:

Products

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

Issue/Introduction

USS pages are blank for "Report an Issue", "Request a Service", "My Requests" and "Ask a Question" and nothing is displayed

Liferay log shows the following using casmadmin email address when logging into USS with another user which does not have set the email address showed below:

ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = '[email protected]' whereClause
ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for userid = '[email protected]hostname' whereClause
ERROR [ServiceDeskUtil:82] Could not find the total number of announcements for the current user [email protected]hostname
ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = '[email protected]hostname' whereClause
ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for userid = '[email protected]hostname' whereClause
ERROR [ServiceDeskUtil:82] Failed to get announcements: null

 

 

Cause

The eem.authentication.enabled.override = true option is set in the portal-ext.properties file which is disabling EEM authentication

Environment

Service Desk Manager 14.1 (SDM)Service Catalog 14.1 (SC)Unified Self-Service 14.1 (USS)

Resolution

Remove or disable this option so the EEM authentication is enabled and solve the issue:

1) Log into USS Server

2) Go to USS Home folder\OSOP. Example: C:\Program Files\CA\Self Service\OSOP

3) Open portal-ext.properties file

4) Locate for eem.authentication.enabled.override = true

5) Remove  eem.authentication.enabled.override = true or set to eem.authentication.enabled.override = false

6) Restart USS Services

Additional Information

Disable the EEM Authentication:

https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-unified-self-service/authenticate-users#AuthenticateUsers-DisabletheCAEEMAuthentication