Unable to add a contact to role in CA Asset Portfolio Management 14.1.

Document ID : KB000006276
Last Modified Date : 14/02/2018
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Issue:

I'm unable to add a contact to a role in ITAM. He previously existed in APM with the same role; however, was removed when he left the company. Now he is back and I cannot add him again on the role management screen. I checked his contact and he does not already have a role. When I search for him in the role to add him, he is not found. His record is active.

Environment:
CA Asset Portfolio Management 14.1, any patch level
Cause:

The user was still authorized to the application, but was not in a role. 

Resolution:

Rather than adding the user to a role under the role name, navigate to user/role management and select  'authorize users'.  Search for the user and de-authorize the user.  Then authorize the user again (on this same screen) and click the pencil icon to add the user to a role.