One particular user is unable to see their Service Desk Manager tickets within the Unified Self Service interface. Other users work as expected.

Document ID : KB000047008
Last Modified Date : 14/02/2018
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Issue

Unified Self Service (USS) is integrated with Service Desk Manager (SDM), and most users are able to see SDM tickets through the USS interface without an issue. One (or more) users are not able to see their tickets.

Cause

The integration between USS and SDM tries to correlate users from the two products based on two criteria:

1. Userid

2. Email address

One possible reason a user may not be able to see their SDM tickets from USS is that their contact record in USS has a different userid or email address than their SDM contact record.

Another possible reason a user may not be able to see SDM tickets is that there may be a duplicate contact record in SDM that either has the same userid or email address, and it may even be inactive.

Resolution

1. Confirm if the user's contact record in the two different applications have the same userid and email address. If there is a discrepancy, this should be corrected.

2. Search within SDM for any contact records (active and inactive records) that have a matching userid or email address. These duplicate records should be altered to become unique.