When attempting to create or edit an object within CA Service Desk Manager (CA SDM), "AHD04116: A duplicate record was encountered. Insert or Update failed" error is received

Products

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

Issue/Introduction

Issue

 

When trying to update or create a record within CA Service Desk Manager (CA SDM), "AHD04116: A duplicate record was encountered. Insert or Update failed" error is received.

 

 

Environment

 

CA Service Desk Manager 12.9 and 14.1

Windows, Unix and Linux

 

Cause

 

CA SDM caches IDs and CA SDM migrations/upgrades might cause them to go out of sync with what resides in the MDB database, which may then return the AHD04116 error message

 

Resolution

 

If a CA SDM migration/upgrade had been recently performed, run the following command from the CA SDM server:

 

pdm_key_refresh -y

 

If the issue still persists, please contact CA Support to open a support ticket.

Environment

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