The "java.lang.NullPointerException" occurs when the user tries to create new request from Unified Self-Service (USS)

Document ID : KB000029127
Last Modified Date : 14/02/2018
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DESCRIPTION:

When the user tries to create new request by the following steps after installing the CA Service Desk Manager (CA SDM) 14.1 and Unified Self Service (USS), the following problem might occur.

 1) Login to USS UI.
 2) Click 'My Request' icon at the left tool bar.
 3) Click 'New Request' button at the upper right.
 4) The following error occurs.

    Error         : null
    Error Type : java.lang.NullPointerException
    Stacktrace :
        org.apache.jsp.html.portlet.message_005fboards.createRequestForm_jsp._jspService(createRequestForm_jsp.java:217)
        org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:70)
        javax.servlet.http.HttpServlet.service(HttpServlet.java:728)

        org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:432)
        org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java: 390)
        org.apache.jasper.servlet.JspServlet.service(JspServlet.java:334)
        javax.servlet.http.HttpServlet.service(HttpServlet.java:728)

        org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:305)
        org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
             .
             .

 

SOLUTION: 

The following steps are known to help in resolving the problem:

 1) Open the USS UI.
 2) Login by casmadmin user.
 3) Click the settings in the tool bar.
 4) Click the data sources.
 5) Click the triangle icon of the CA Service Desk Manager.
 6) Click the Test Connection button and "Test Connection Successful" message will appear. Click the save button.
 7) Click the My Requests in the tool bar.
 8) Click the new request button.



Also, ensure that the email address for a user in USS matches the email address for the same user in Service Desk Manager. This is needed needed for Create New Request to be successful. Below steps can be used to verify the email address of ServiceDesk user USS:
 1) Open the Control Panel of USS, and login by the casmadmin user.
 2) Click Uers and Organizations.
 3) Click ServiceDesk user.
 4) Set the email address and click save button.
 5) Login to CA SDM and identify the same users contact record by search for user servicedesk under Search -> Contacts. Set the same email address here for the user servicedesk as mentioned in USS in the above step.
 6) Now login to USS UI as servicedesk user, and try to submit to generate new request by clicking the New Request button. It should open successfully