"Exception occured processing request for plugin" When searching for a user in CA Service Catalog.

Products

• CA Service Catalog

Issue/Introduction

 "Exception occured processing request for plugin: error" appears when searching for a user in CA Service Catalog 14.1. In view.log:

DEBUG [http-bio-8080-exec-2] [DBDriver] DB-16 | Transaction committed
WARN [http-bio-8080-exec-2] [ContactHelper] Found more than one user with userid:<userid of supervisor>
DEBUG [http-bio-8080-exec-2] [DBDriver] DB-16 | Released
DEBUG [http-bio-8080-exec-2] [ContactHelper] user [<userid of supervisor>] NOT FOUND
DEBUG [Finalizer] [DBJDBC] DB Connection Up
ERROR [http-bio-8080-exec-2] [XmltDomImp] Exception TranslatingToValidXML in node:COLLECTION, Last Tag=COLLECTION
java.lang.NullPointerException
at com.ca.usm.user.User.getUserMap(User.java:846)
at com.ca.usm.xmlt.XmltDomImp.processUser(XmltDomImp.java:304)
at com.ca.usm.xmlt.XmltDomImp.addObject(XmltDomImp.java:535)
at com.ca.usm.xmlt.XmltDomImp.addObject(XmltDomImp.java:707)
...
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
ERROR [http-bio-8080-exec-2] [DefaultContentEngine] Exception occured processing request for plugin: com.ca.usm.common.ContentEngine.CUser null
DEBUG [http-bio-8080-exec-2] [DocumentGenerator] Backend threw an exception...com.ca.usm.util.ViewManager@3f1ab5b6
java.lang.Exception: com.ca.usm.contentInterface.contentProcessRequestException
at com.ca.usm.util.ViewManager.doRequest(ViewManager.java:56)
at com.ca.usm.util.ViewManager.processRequest(ViewManager.java:28)
...
at com.ca.usm.producer.DocumentGenerator.processRequest(DocumentGenerator.java:562)
Caused by: com.ca.usm.contentInterface.contentProcessRequestException
at com.ca.usm.contentInterface.DefaultContentEngine.processRequest(DefaultContentEngine.java:75)
at com.ca.usm.contentInterface.DefaultContentEngine.processRequest(DefaultContentEngine.java:17)
at com.ca.usm.util.ViewManager.executeRequest(ViewManager.java:92)
at com.ca.usm.util.ViewManager.doRequest(ViewManager.java:51)
... 49 more
DEBUG [http-bio-8080-exec-2] [DocumentGenerator] Exception message: com.ca.usm.contentInterface.contentProcessRequestException
DEBUG [http-bio-8080-exec-2] [DocumentGenerator] Generating a default document...

Environment

CA Service Catalog 14.1

Cause

The supervisor assigned to the user being searched is duplicated in the ca_contact table of the mdb database, causing the issue to occur.

Resolution

1. Log into CA Service Catalog (or Service Desk Manager if is connected to same mdb database) as an administrator (ex: spadmin)
2. Administration > Users > Search for the supervisor of the user with the problem. Two duplicate users should appear.
3. Open one of the users and change the userid of this 'one of the 2 duplicates'.
4. Run the search again.

To search the duplicate users from database level in the mdb database/ca_contact table, see the document in the additional information section.

Additional Information

KB Article 4854:  "Found more than one user with userid" in view.log When Submitting A Form In Service Catalog