Unable to open attachment from a CI

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Unable to open an attachment file in a Configuration Item (CI).

Steps to Reproduce:
                 
1. Create configuration item and attached file to the same.
 2. Try to download the just attached file.

Result:

The following error message may be displayed to the user:
"Download Failed - Access to BOP Name: 'Attachment id:400001' denied for user: 'ServiceDesk' Class:'CDownloadFile'"

An error message similar to the one below may also be seen in the Service Desk Manager standard log file:
"rep_daemon 2924 ERROR DomWrap.c 894 Access to BOP Name: 'Attachment id:400001' denied for user: 'ServiceDesk' Class:'CDownloadFile' "

Expected Result:

User should be able to download attachment from CI without any error.

Cause

PROBLEM SYMPTOM: ERROR WHILE DOWNLOADING ATTACHMENTS FROM CI - Defect # DE36706

Environment

CA Service Desk Manager (SDM) 14.1.x / 17.x

Resolution

This defect is included in SDM 14.1.05 (cumulative patch 05) and in SDM 17.1 releases.

CA Service Management - 14.1 / Release Information / CA Service Management Release 14.1.05 / CA Service Desk Manager - Fixed Issues
CA Service Management - 17.1 / CA Service Management 17.1 Release Notes / Fixed Issues - 17.1

For other releases and/or patch levels, please call Support online and request to review if there is a testfix patch available for this issue.
You might need to inform SDM version and patch level along with the SDM log folder for analysis.