USS pages like "Report an Issue", "Request a Service", "My Requests" and "Ask a Question" shows blank page and nothing is displayed

Document ID : KB000007169
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

USS pages are blank for "Report an Issue", "Request a Service", "My Requests" and "Ask a Question" and nothing is displayed

Liferay log shows the following using casmadmin email address when logging into USS with another user which does not have set the email address showed below:

ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = 'casmadmin@hostname' whereClause
ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for userid = 'casmadmin@hostname' whereClause
ERROR [ServiceDeskUtil:82] Could not find the total number of announcements for the current user casmadmin@hostname
ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for email_address = 'casmadmin@hostname' whereClause
ERROR [ServiceMgmtClientServiceDeskImpl:82] Query returned 0 contacts for userid = 'casmadmin@hostname' whereClause
ERROR [ServiceDeskUtil:82] Failed to get announcements: null

 

 

Environment:
Service Desk Manager 14.1 (SDM)Service Catalog 14.1 (SC)Unified Self-Service 14.1 (USS)
Cause:

The eem.authentication.enabled.override = true option is set in the portal-ext.properties file which is disabling EEM authentication

Resolution:

Remove or disable this option so the EEM authentication is enabled and solve the issue:

1) Log into USS Server

2) Go to USS Home folder\OSOP. Example: C:\Program Files\CA\Self Service\OSOP

3) Open portal-ext.properties file

4) Locate for eem.authentication.enabled.override = true

5) Remove  eem.authentication.enabled.override = true or set to eem.authentication.enabled.override = false

6) Restart USS Services

Additional Information:

Disable the EEM Authentication:

https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-unified-self-service/authenticate-users#AuthenticateUsers-DisabletheCAEEMAuthentication