Unable to search for knowledge documents from Service Desk in Unified Self-Service

Document ID:  TEC1155299
Last Modified Date:  06/16/2017
{{active ? 'Hide' : 'Show'}} Technical Document Details

Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:17.0

Components

  • UNICENTER SERVICE DESK RXX:USRD
  • CA UNIFIED SELF-SERVICE FOR SERVICE MGMT:US4SM
Issue:

Knowledge documents are visible in Service Desk Manager but do not appear in Unified Self-Service (USS) for the same userid.

Environment:
SDM 14.1, 17.0 USS 14.1, 17.0
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 the Unified Self-Service Control Panel, then the match will fail, causing this issue to occur.

Similar errors to the one below should also be noted in the USS Liferay log:

 

ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = 'casmadmin@domain.com'

Resolution:

Verify that email address is the same in USS and SDM.

1) Log into Service Desk Manager > Administration > Security and Role Management > Contacts > Search for the user > Verify the email address set and configure if necessary.

2) Log into Unified Self-Service with the same userid > Select the dropdown arrow in the top right corner > My Profile > Edit my Profile > Verify the email address set. If you need to configure the mail address in USS, then do the following:

 Log into the USS Control Panel as an administrator (example: CASMAdmin)

 http://USS hostname:8686/group/control_panel 

In the left hand pane navigate to Portal > Users and Organizations > Search for the User with the incorrect email address, modify accordingly and Save. 

 

 

Additional Information:

After setting the correct email address, when searching for existing knowledge from SMD in USS, a dropdown may still appear stating: No Results Found.

no results found.png

 

Select the Enter key and USS will run a search based on the keywords, after a couple of seconds results from CA Service Desk Manager should be displayed.

 

uss results.png

Please help us improve!

Will this information enable you to resolve your issue?

Please tell us what we can do better.

{{feedbackText.length ? feedbackText.length : '0'}}/255

{{status}}

Not what you were looking for?

Search Again >

Product Information

Support by Product >

Communities

Join a Community >

Chat with CA

Just give us some brief information and we'll connect you to the right CA ExpertCA sales representative.

Our hours of availability are 8AM - 5PM CST.

All Fields Required

connecting

We're matching your request.

Unfortunately, we can't connect you to an agent. If you are not automatically redirected please click here.

  • {{message.agentProfile.name}} will be helping you today.

    View Profile


  • Transfered to {{message.agentProfile.name}}

    {{message.agentProfile.name}} joined the conversation

    {{message.agentProfile.name}} left the conversation

  • Your chat with {{$storage.chatSession.messages[$index - 1].agentProfile.name}} has ended.
    Thank you for your interest in CA.


    Rate Your Chat Experience.

    {{chat.statusMsg}}

agent is typing