Unable to search for knowledge documents from Service Desk in Unified Self-Service

Document ID : KB000007242
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

Knowledge documents are visible in Service Desk Manager but do not appear in Unified Self-Service (USS) for the same userid.

Environment:
SDM 14.1, 17.0USS 14.1, 17.0
Cause:

The applications use the email address to match between the users. If the email is different between Active Directory, EEM, Service Desk Manager and the Unified Self-Service Control Panel, then the match will fail, causing this issue to occur.

Similar errors to the one below should also be noted in the USS Liferay log:

 

ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = 'casmadmin@domain.com'

Resolution:

Verify that email address is the same in USS and SDM.

1) Log into Service Desk Manager > Administration > Security and Role Management > Contacts > Search for the user > Verify the email address set and configure if necessary.

2) Log into Unified Self-Service with the same userid > Select the dropdown arrow in the top right corner > My Profile > Edit my Profile > Verify the email address set. If you need to configure the mail address in USS, then do the following:

 Log into the USS Control Panel as an administrator (example: CASMAdmin)

 http://USS hostname:8686/group/control_panel 

In the left hand pane navigate to Portal > Users and Organizations > Search for the User with the incorrect email address, modify accordingly and Save. 

 

 

Additional Information:

After setting the correct email address, when searching for existing knowledge from SMD in USS, a dropdown may still appear stating: No Results Found.

no results found.png

 

Select the Enter key and USS will run a search based on the keywords, after a couple of seconds results from CA Service Desk Manager should be displayed.

 

uss results.png