When trying to use Service Desk URL in a web director configuration, I'm getting an error: AHD04625: Unable to redirect the request Please check your URL and try again. How to resolve this?

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Article ID: 36161

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Updated On:

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

Question:

When using a browser against Service Desk URL in a web director configuration, I'm getting below error message. What should be done to resolve this error?

AHD04625: Unable to redirect the request Please check your URL and try again.  

 

A quick look at Service Desk log files show an associated error when the above error was seen in the browser:

 

ERROR session.c 20910 webengine (web:xxxxxxxx:4) can't get cgi_path from webdirector(web:primary:4) 

 

Answer:

If there are multiple web engines under a web director,  that web director should have at least one of its webengines with UseDirector value set to AfterLogin.  To make sure the web engines have the appropriate configuration:

1) Locate the directory NX_ROOT/bopcfg/www

2) There should be several files with names like  *web*.cfg.  Each of these files correspond to a web engine invoked by Service Desk.

3) To understand which web engine relates to which configuration file, open the file in a text editor and look for string like "Cgi"

4) The CGI name associated is indicated in the value next to the string cgi,  for example: Cgi pdmweb2.exe

5) After ensuring that this is the correct cfg file for the web engine you are attempting to use, in that file, search for string:  UseDirector

6) Atleast one of the cfg files (under a specific web director) should have a value of AfterLogin (example:   UseDirector AfterLogin)

7) Make the change, save the file and restart Service Desk to resolve the error discussed above.

 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: