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

Document ID : KB000004854
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

The following error appears in view.log when submitting a form in Service Catalog:

 

2016/11/14 15.34.03.566 WARN [http-bio-8080-exec-309] [ContactHelper] Found more than one user with userid:<user id who is submitting form>
2016/11/14 15.34.03.566 ERROR [http-bio-8080-exec-309] [DocumentGenerator] Error occurred: null
java.lang.NullPointerException
at com.ca.usm.producer.DocumentGenerator.<init>(DocumentGenerator.java:150)
at com.ca.usm.producer.DomProcessor.renderPage(DomProcessor.java:163)
at com.ca.usm.producer.DomProcessor.service(DomProcessor.java:119)
at com.ca.usm.producer.WPFServlet.service(WPFServlet.java:330)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:847)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:305)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at com.ca.usm.system.ThreadLocalFilter.doFilter(ThreadLocalFilter.java:44)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at org.apache.catalina.filters.CorsFilter.handleSimpleCORS(CorsFilter.java:302)
at org.apache.catalina.filters.CorsFilter.doFilter(CorsFilter.java:166)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at com.ca.usm.httpfilter.HttpHeaderNullifierFilter.doFilter(HttpHeaderNullifierFilter.java:98)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at com.ca.usm.httpfilter.LogFilter.doFilter(LogFilter.java:38)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at com.ca.usm.httpfilter.NtlmAuthenticationFilter.doFilter(NtlmAuthenticationFilter.java:126)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at com.ca.usm.httpfilter.SsoAuthFilter.doFilter(SsoAuthFilter.java:57)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at com.ca.usm.httpfilter.SecurityHandleFilter.doFilter(SecurityHandleFilter.java:201)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at com.ca.usm.httpfilter.ClickjackFilter.doFilter(ClickjackFilter.java:94)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:222)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:123)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:171)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:100)
at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:953)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:118)
2016/11/14 15.34.03.613 WARN [http-bio-8080-exec-309] [ContactHelper] Found more than one user with userid:<user id who is submitting form>
2016/11/14 15.34.03.613 ERROR [http-bio-8080-exec-309] [CRequest] CREQ0015
java.lang.NullPointerException


Environment:
Service Catalog 14.1
Cause:

There are duplicates userid's in the ca_contact table. This might be caused by multiple ldap imports in Catalog and/or Service Desk Manager

Resolution:

The duplicate userid's may exist only when 1 is active and the other is inactive. Identify and rename the duplicated userid's. This can be done from:

1) Database level by running: select userid, count(*) from ca_contact group by userid having count(*) > 1

2) CA Service Desk Manager > Security and Role Management > Contacts Search for active and inactive users > Locate the duplicate userid's.

3) Once the duplicates are identified, rename the inactive userid's and this will solve the issue.