When attempting to execute a CA Service Desk Manager (CA SDM) summary or detail web report, the following error is received: AHD04020:Login failed for userid (XXXXX); no default role found for session type (5)

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

CA SDM has a special "Role" for reporting called the "Reporting Role".

This Role is held against the Access Type and defines the Reporting security. Each Access Type has a Reporting Role.

Typically the AHD04020 error is a result of no Reporting Role defined for the user's Access Type.

Environment

Release: 17.x

Resolution

Perform the following to solve the issue:

1. Login to CA SDM as an Administrator
   
   
2. Click on the ADMINISTRATION tab and navigate to SECURITY AND ROLE MANAGEMENT -> ACCESS TYPES and click on an ACCESS TYPE (i.e. Service Desk Staff) as shown in Figure 1.
   
   Figure 1
   

   

   
   
   
3. Click on the EDIT button
   
   
4. Click on the '3. Roles' tab and click on the REPORTING ROLE title to bring up the Role lookup form as shown in Figure 2.
   
   Figure 2
   

   

   
   
   
5. Click SEARCH select a Role from the search results (i.e. Level 1 Analyst) as shown in Figure 3.
   
   Figure 3
   

   

   
   
   
6. Click SAVE as shown in Figure 4.
   
   Figure 4.
   

   

   
   
   
7. Attempt to run a summary/detail report with a contact that has the Access Type just modified.