Unable to search users in the CA xFlow Analyst Interface

Document ID : KB000004082
Last Modified Date : 14/02/2018
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Issue:

When searching for a user in the CA xFlow Analyst Interface (xFlow) - for example: @ServiceDesk - nothing is retrieved.

For Tickets and Solutions, the search works perfectly.

Checking incidentMS.log file may show:

ERROR - 2016-06-21 15:35:03 [c.c.c.a.s.SessionCleanUpThread] - Exception while updating authentication object into database : Error : NOT FOUND, 
ERROR - 2016-06-21 15:35:03 [c.c.c.a.SdmUpdateObjectByPersidActor] - Error doing dob_by_persid for persid : casm_active_sessions:400055. Error message recieved : Error : NOT FOUND, 
ERROR - 2016-06-21 15:35:03 [c.c.c.a.SdmUpdateObjectByPersidActor] - Exception occured for persid (casm_active_sessions:400055). Error : com.ca.casm.exception.CasmBaseException: Error : NOT FOUND, 
ERROR - 2016-06-21 15:35:03 [c.c.c.a.s.SessionCleanUpThread] - Exception while updating authentication object into database : Error : NOT FOUND, 
ERROR - 2016-06-21 15:35:03 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid () 
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Error : NOT FOUND, 
at java.util.concurrent.CompletableFuture.encodeThrowable(Unknown Source) 

Cause:

There may be a problem with the Search index.

Resolution:
  1. Make sure both CA Service Desk Manager and CA Service Management Search Server services are running.
  2. Open a prompt on the server where the Search engine is installed;
  3. Navigate to C:\Program Files\CA\SC\CASearchServer\search\bin;
  4. Run: pdm_es_rebuild_index;
  5. Recycle the CA Service Management Search Server service;
Additional Information:

This proceeding may apply to other search failures in similar scenarios.

For example: the tickets search failures but other searches work - on contacts, CIs and KBs.

 

The information in this article has been included in our product documentation. You can find further details here:

https://docops.ca.com/ca-service-management/14-1/en/troubleshooting/troubleshooting-ca-service-desk-manager/troubleshooting-xflow-analyst-interface/