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

Article Id: 40557
Status: Published
Updated On: 14-02-2018 06:45
Legacy Id: TEC1799557
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.
 

<Please see attached file for image>

Users are presented with this success message after completing the ticket creation form.
 
Clicking the "Click here to view" link yields the "AHD05072:Security settings prevent viewing this record" error, as below.
 

<Please see attached file for image>

This error is presented when clicking the "Click here to view" link.
 
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.

Environment:

This issue has been encountered in Service Desk Manager 12.7, 12.9, and 14.1. The issue only occurs in environments where tickets are created directly through a URL.

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:

A fix is available that addresses this issue. To request this fix, please open a CA Support case, note the affected version of Service Desk Manager, and reference "USRD 3399".

 

Additional Information:

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

 

 

CA Support Knowledge Base

Environment:

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

insert_drive_file 1558719785676000040557_sktwi1f5rjvs16vg1.png
arrow_downward Download
insert_drive_file 1558719783690000040557_sktwi1f5rjvs16vg0.png
arrow_downward Download