"CWfRt:wf_reject" error when non-administrative users reject Knowledge Documents

Products

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

Issue/Introduction

When non-administrative users (e.g.Level 2 or Level 3 Analysts) attempt to reject a Knowledge Document during the approval process, the action fails.

The following error is displayed and the rejection cannot be completed:

CWfRt:wf_reject Reject error -> failed to find KD approval task :0

Environment

CA Service Desk Manager (SDM) / CA Service Management
17.4.x 

Resolution

The permanent fix will be included in the upcoming Service Desk Manager Rollup (RU) patches:

• 17.4 RU6 (tentatively scheduled for Q4 2026)
• 17.5 RU1 (tentatively scheduled for Q1 2027)
• Above dates are subject to change

 To address this issue immediately, perform the following configuration change:

1. Locate NX_ROOT\bopcfg\www\op_kt_admin.cfg and create a backup copy before making any changes.

2.  Open NX_ROOT\bopcfg\www\op_kt_admin.cfg with a text editor.

3.  Locate the line starting with KT_ACTION_REJECT and update it as follows:

Change From: KT_ACTION_REJECT kt_admin_main MODIFY
Change To: KT_ACTION_REJECT kt_admin_main NONE

4.  Restart the SDM services for the changes to take effect.

5.  Clear web browser cache, log in again and retest the Knowledge Document rejection process.