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

Document ID : KB000092804
Last Modified Date : 04/07/2018
Show Technical Document Details
Issue:
 "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: