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.
CA Service Desk Manager 12.9 and 14.1
Windows, Unix and Linux
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
If a CA SDM migration/upgrade had been recently performed, run the following command from the CA SDM server:
If the issue still persists, please contact CA Support to open a support ticket.