Ticket not saved and "AHD05072:Security settings prevent viewing this record" message when opening a newly created ticket

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

Symptoms:

A ticket is created directly through a URL (rather than by navigating through the normal Web Interface). For example, a URL like the one below may be used to go straight to Incident creation (though your direct URL may vary):

 

http://yourServerName:8080/CAisd/pdmweb.exe?OP=CREATE_NEW+FACTORY=in+PRESET=type%3AI+USERNAME=username+PIN=pin

 

At the end of ticket creation, users are presented with a success message, stating that the ticket was created.

 

 

Clicking the "Click here to view" link yields the "AHD05072:Security settings prevent viewing this record" error, as below.

 

 

In addition, the ticket is not successfully saved to the database, and all data entered into the ticket creation form is lost. There is no error message to indicate that the ticket was not successfully saved.

 

Cause

The issue only occurs in environments where tickets are created directly through a URL.

Environment

Release: SDMU0M99000-14.1 or higher

Resolution

Workaround:

As the issue only occurs when using a direct URL to create tickets, the issue can be circumvented by using the normal Web Interface.

 

Resolution:

The issue was fixed in 14.1 CP#3

Additional Information

The link below leads to the technical description of this issue:

CA Support Knowledge Base