Error: "AHD05237:An internal error with surveys occurred." In Browser When Submitting A Survey

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

The following error appears in the browser after submitting a Public survey in a multi-tenancy environment of Service Desk Manager:

AHD05237:An internal error with surveys occurred.

The following error appears in stdlogs after submitting the survey:

web:local 3016 TRACE session.c 22069 GL QLFAAA checkin failed: INVALIDAHD03055:Data partition Create restriction on Survey
web:local 3016 ERROR freeaccess.spl 12741 Error checking in survey! INVALID AHD03055:Data partition Create restriction on Survey @|domsrvr|9VMJAA|1461622057|1
web:local 3016 TRACE freeaccess.spl 1840 In error_response: AHD05237:An internal error with surveys occurred.
web:local 3016 TRACE freeaccess.spl 2632 In end_session

Environment

Service Desk Manager 1 Service Provider (parent) and 1 or more child tenants

Cause

The access type being used by the contact is set to "Administrator" for Command Line utility role. The Administrator role does not have access to all tenants, causing this issue to occur.

Resolution

1) Confirm that the access type being used by the contact has the "Administrator" for Command Line utility role

2) Confirm that the survey is set to public

3) Log into Service Desk > Administration Tab > Security and Role Management > Role Management > Role List > Click on "Administrator"

4) Go to 1. Additional Information > 1. Authorization > Set Tenant access and Tenant write access to: "All Tenants"

5) Save Changes

6) Submit survey