Error: "You do not have any open requests" when clicking on request option in Unified Self-Service.

Products

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

Issue/Introduction

Error: "You do not have any open requests" when clicking on "Don't see your request listed below? Try looking here" in the request option in Unified Self-Service which is integrated with Service Desk Manager 14.1 and Service Catalog 14.1. Unified Self-Service authentication set to EEM and EEM is integrated with Active Directory (LDAP). The user does have open tickets in Service Desk Manager.

 

<Please see attached file for image>

Environment

Service Desk Manager 14.1 (SDM)Service Catalog 14.1Unified Self-Service 14.1 (USS)Embedded Entitlements Manager 12.X (EEM)

Cause

The applications use the email address to match between the users. If the email is different between Active Directory, EEM, Service Desk Manager and Unified Self-Service Profile, then the match will fail, causing this issue to occur.

Resolution

Verify that email address is the same in LDAP, EEM, USS, SDM.
1. Go to LDAP Server (ex: Active directory) and check the mail address set for the user.

2. Go to EEM > Log into the application as eiamadmin > Manage Indentities > Search for the user > Ensure the Email Address is the same configured in LDAP Server. (It should be automatically updated from LDAP Server)

3. Log into Service Desk Manager > Administration  > Security and Role Management > Contacts > Contact Details tab > Notification subtab > Ensure the Email Address is the same configured in LDAP Server. Change it manually or through pdm_ldap_sync if necessary.

4. Log into USS with the user who has the issue > My Profile > Edit My Profile > See the Email Address > Ensure the Email Address is the same configured in LDAP Server. If the email address is not correct, then log into USS Control Panel as an Administrator (ex: CASMAdmin) > Portal > Users and Organizations > Search for the user with the problem > Click on the user > Change the Email Address (Required) field to the Email Address set in LDAP Server > Save Changes.

5) Log out from USS and Log into it again the user > My Requests > Click on "Don't see your request listed below? Try looking here" > See the tickets.

If the issue remains after steps above, verify the "SOAP Web Service API Role" and "Command Line Utility Role" are not null for the Access type being used by the user.

6) Go to SDM > Administration > Security and Role Management > Access Type > Click on the Access Type being used > Roles tab > Set proper role for "SOAP Web Service API Role" and "Command Line Utility Role" items > Save.

Additional Information

Information about pdm_ldap_sync:

https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/configuring-user-accounts/create-contacts-in-batch-mode-using-ldap-data#CreateContactsinBatchModeUsingLDAPData-BatchUpdateContactsUsingLDAPData

Default Control Panel URL:

http://USS_server_hostname:8686/group/control_panel/