Service Catalog requests are not closing and the following error appears: "You do not have access rights to view this request" in jstd.log from Service Desk

Document ID : KB000112028
Last Modified Date : 27/08/2018
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Issue:
When the Service Desk ticket associated to a Service Catalog request is closed, the status it is not updated on the Catalog ticket.

Cannot synchronize status between SDM and Catalog. jstd.log shows:

[Thread-2] ERROR CatalogServiceProcessor 119 Error synching status to Catalog. Exception occurred in updateRequestItemStatus: Exception=com.ca.usm.common.CommonException: You do not have access rights to view this request.:<Ticket ID> Message=You do not have access rights to view this request.:<Ticket ID>
Environment:
Service Catalog 14.1 and later
Service Desk Manager 14.1 and later
Service Management 14.1 and later
Cause:
ServiceDesk username is used for the integration but does not have rights in CA Service Catalog to close the ticket.
Resolution:
1) Log into Service Catalog as Service Delivery Administrator
2) Go to Administration > Users
3) Search for ServiceDesk > Set role to Service Delivery Administrator
4) Ensure Administrator is in the Access Control: Proxy Action list
5) Close a case with "Closed" status in Service Desk.