requests opened duplicate in Service Desk Manager from Service Catalog

Document ID : KB000106767
Last Modified Date : 16/07/2018
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Issue:
All the requests opened in Catalog, are being opened duplicated in Service Desk
Environment:
CA Service Desk Manager 14.1.x / 17.1.x
CA Service Catalog 14.1 / 17.1
Cause:
This is happening because customer activated the following rule:
Configuration/Events-Rules-Actions/Request-Subscription Item Change/When Category is Service Management Content and Status is Pending Fulfillment together any other rule also set to Active.
The other rule active is: "When Category is Hardware and Status is Filled from Inventory"
Resolution:
To solve this problem, customer set as inactive the rule: Configuration/Events-Rules-Actions/Request-Subscription Item Change/When Category is Service Management Content and Status is Pending Fulfillment and let only the "When Category is Hardware and Status is Filled from Inventory"