Service Desk LDAP sync does not complete when Send To points to actual primary email

  • 7016891
  • 08-Oct-2015
  • 08-Oct-2015

Environment

Novell Service Desk 7.0.3
Novell Service Desk 7.1
PostgreSQL Database
Oracle Database

Situation

LDAP sync does not complete

The following or similar may be seen in LiveTime.log with PostgreSQL Database:

ERROR:
(JDBCExceptionReporter.java:101) - ERROR: update or delete on table "email_alias" violates foreign key constraint "fk_client_to_emlalias_sendto" on table "client"
  Detail: Key (alias_id)=(20) is still referenced from table "client".
...
Caused by: org.postgresql.util.PSQLException: ERROR: update or delete on table "email_alias" violates foreign key constraint "fk_client_to_emlalias_sendto" on table "client"
  Detail: Key (alias_id)=(20) is still referenced from table "client".
...
(LdapImportMgr.java:523) - An error occurred whilst importing clients
org.hibernate.exception.ConstraintViolationException: could not delete: [com.livetime.data.EmailAlias#55]


The following or similar may be seen in LiveTime.log with PostgreSQL Database:

ERROR:
(JDBCExceptionReporter.java:101) - ORA-02292: integrity constraint (LIVETIME.FK_CLIENT_TO_EMLALIAS_SENDTO) violated - child record found
...
Caused by: java.sql.SQLIntegrityConstraintViolationException: ORA-02292: integrity constraint (LIVETIME.FK_CLIENT_TO_EMLALIAS_SENDTO) violated - child record found
...
(LdapImportMgr.java:523) - An error occurred whilst importing clients
org.hibernate.exception.ConstraintViolationException: could not delete: [com.livetime.data.EmailAlias#55]

Resolution

  1. Make note of the EmailAlias# in the error message (In the logs above, it is 55. Your's will likely be different.)
  2. Run the following query after replacing <alias-from-log> with the number from the first step:
    SELECT first_name, last_name, user_name FROM client WHERE alias_id = <alias-from-log>;
  3. Look up that user in the Service Desk web console
  4. Edit the user and change the Send To dropdown to Primary Email
  5. Save the user
  6. Run the LDAP sync manually, or wait for it to run on the regular schedule

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