AHD05021: Someone else is editing this so you wont be able to make changes,Locked by ".phone number".

Products

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

Issue/Introduction

From the SDM UI, receive the below error while editing tickets

Following errors are seen in the SDM STDLOGs

sqlagt:Audit_Log     8848 ERROR        sqlclass.c            1010 SQL Execute  failed: [Microsoft SQL Server Native Client 10.0] [ SQL Code=3621 SQL State=01000] The statement has been terminated.; [Microsoft SQL Server Native Client 10.0] [ SQL Code=2627 SQL State=23000] Violation of PRIMARY KEY constraint 'XPKevent_log'. Cannot insert duplicate key in object 'dbo.event_log'. The duplicate key value is (0)

sqlagt:Default       3612 ERROR        sqlclass.c            1010 SQL Execute  failed: [Microsoft SQL Server Native Client 10.0] Unspecified error

Environment

Service Desk Manager 17.x

All Supported Operating Systems

Resolution

Please try running the following commands on the SDM server via command prompt:

pdm_sync_keys 
pdm_key_refresh

Alternatively, you can also try recycling the SDM Service.

If the issue still persists, please contact Broadcom Support via a Support Case for further assistance.