USS not showing or creating SDM Incident Tickets

Document ID : KB000009979
Last Modified Date : 14/02/2018
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Introduction:

After installing Unified Self Service and enabling Service Desk Manager as a data source, users are unable to view open tickets from SDM in USS as well as create new tickets in USS.

When attempting to create a new ticket the error below is displayed, stating "Your request failed to complete."

uss error.png

Background:

If the following error is in the USS Liferay log -

ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = 'default@USS specified domain' whereClause

 

This means that the email address assigned to the contact in Unified Self Service does not match the email address assigned to the same contact in Service Desk. Therefore the user is not able to view or create tickets in USS.

 

The following error should also be logged around the same time in the Service Desk std log -

ERROR        pdm_mail_common.c     1279 Email address is not set.

 

 

 

 

 

Environment:
Service Desk Manager 14.1Unified Self Service 14.1
Instructions:

Email addresses for contacts in USS can be managed through the USS Control Panel.

http://USS Hostname:8686/group/control_panel

 

1) Log into the USS Control Panel and select Users and Organizations in the left hand pane.

uss users and organizations.png

 

2) Search for the user and select their account in order to edit their email address.

uss user.png

 

3) Edit the users email address so that it matches the address assigned in Service Desk.

uss email address.png

 

Now this user should be able to view existing tickets as well as create new tickets.