Service Catalog Offerings Are Not Showing in Service Point

Products

CA Service Management - Service Desk Manager CA Service Desk Manager CA Service Catalog

Issue/Introduction

In Service Point, Service Catalog Offerings are NOT showing.

The issue persists even after rebuilding elastic search indexes.

After turning on DEBUG logging on Service Point per:

incidentMS_debug log shows the following

[kka.actor.default-dispatcher-9] SdmGetObjectsActor 88 Found no records for factory (usm_offering), filter (offering_name='OFFERING' and status=1 and parent_id = -1)
[ka.actor.default-dispatcher-11] AuthenticationHelper 506 Failed to get offering object for parentDomainId: OFFERING. Multiple or no record found for this offering name.
[ka.actor.default-dispatcher-11] AuthenticationHelper 512 Content inside map data: {tenant_name=TENANT., domain_type=TE, login_domain=DOMAIN, role_id=catalogenduser, parent_tenant_id=TENANTID, id=NAME}
[ka.actor.default-dispatcher-11] AuthenticationHelper 299 There is no offering created under the BU
java.lang.ClassCastException: class java.lang.String cannot be cast to class java.lang.Integer (java.lang.String and java.lang.Integer are in module java.base of loader 'bootstrap')

Environment

Release : 17.x

Cause

In the DEBUG logs, the logs indicate there are no records found.

To verify this, run the following on the MDB:

select * from usm_offering
select * from usm_tenant_ext

Resolution

After running

select * from usm_offering

We found the following:

The blacked out box contains the name of the Business Unit, and the red circle has the status of the offering.

In this case, the status was set to 3 when the status needs to be set to 1 per the DEBUG log above

After correcting this, the offerings began to appear.

Additional Information

Please ensure that you have backups of the database before making any changes. Any changes should also be made during low production times or a maintenance window.

If changes are made to the direct database, please be sure to run the pdm_es_rebuild batch script on Search Server in order to update the Search Server index.

In some instances, there may be multiple offerings present in the table usm_offering who share the exact same offering name and may be causing the issue as a result. To help differentiate the offerings, we recommend using a unique offering name per entry.

For instance, if there is are two offerings both named named "Offering 1", one can run these two SQL commands to rename the offerings uniquely.

update usm_offering set offering_name = 'v1-XXXX Offering 1' where offering_id = XXXX
update usm_offering set offering_name = 'v2-YYYY Offering 1' where offering_id = YYYY

XXXX and YYYY represent the offering_id values assigned per offering. Renaming may correct permissions issues and reduce confusion over the name of the offering that applies for Service Catalog and Service Point.