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

Document ID:  TEC1500862
Last Modified Date:  07/07/2017
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Products

  • CA Service Management

Releases

  • CA Service Management:Release:14.1

Components

  • CA UNIFIED SELF-SERVICE FOR SERVICE MGMT:US4SM
Problem:

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:

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