After copying an existing Role, on saving getting error "AHD04116: A duplicate record was encountered. Insert or Update failed."

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Getting error "AHD04116: A duplicate record was encountered. Insert or Update failed." when trying to copy an existing Role, and also the function access tab is blank.

Steps:

1. From the Administration Tab, open any existing Role and go to File -> Copy, in the new role window, give any name, code,        and click on save. It is giving the error "AHD04116: A duplicate record was encountered. Insert or Update failed." 

2. After closing the window, we can see that the new Role is created, but the Function Access tab is blank, and no default values are copied over from the main Role.

Environment

Service Desk Manager 17.4

Resolution

1. Stop the Service Desk Manager service.

2. In the command prompt, run the command - pdm_sync_keys -f -v

3. Once completed, start the services.

Please make sure to take a backup or snapshot before running the above command.