Service Catalog Form does not load When trying to approve it

Document ID : KB000103530
Last Modified Date : 06/07/2018
Show Technical Document Details
Issue:
Service Catalog Form does not load when trying to open a request as an approver
Environment:
Service Catalog 12.9 and later
Cause:
The approver user(id) is duplicated in ca_contact table of the mdb database.
And the request is saving data to the user which is inactive in the ca_contact table.
 
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:
"Exception occured processing request for plugin" When searching for a user in CA Service Catalog.
https://comm.support.ca.com/kb/exception-occured-processing-request-for-plugin-when-searching-for-a-user-in-ca-service-catalog/KB000092804