When attempting to inactivate a Role via the CA Service Desk Manager (CA SDM) web interface, receive following error: AHD05481:Cannot inactivate this Role; it is currently assigned to a Contact

Document ID : KB000019231
Last Modified Date : 14/02/2018
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In order to inactivate a Role, there cannot be any users/contacts assigned to the role.

Perform the following from the CA SDM Primary server:

  1. From a command prompt, run the following command to determine the ID of the role you wish to inactivate

    pdm_extract -f "select id from usp_role where name = '<ROLE NAME>' "
    For example: pdm_extract -f "select id from usp_role where name = 'L1 Analyst' "
    It will return the id - for example 10008.

  2. Run the following command to list all contacts with this assigned role

    pdm_extract -f "select contact from usp_cnt_role where role_obj = 10008"

  3. Use the UUID from the list above to determine the actual userid

    pdm_extract -f "select userid from ca_contact where id = U'9B06B4F05C394045BFB936DD410258EB'"

  4. Via the CA SDM web interface select the above user via Contact Search, and unassign the role from the user(s). You will then be able to inactivate the Role successfully.