What version of Openstack are they using?
This problem should already be fixed in the current 5.3.5.4 version of CFME.
The ticket is marked as version 5.4 but the evm log is showing "version=5.3.2.6" which was tagged on Jan 8 2015. (commit 387a856e68ed66ec8b15d31643407ae7f9660ca4) I believe this is a duplicate of Bug 1182795 which was fixed on Jan 21 2015.
*** This bug has been marked as a duplicate of bug 1182795 ***