The AHD04416 error occurs when you try to copy an incident, and as a result cannot copy the incident. Why does this occur and how do we fix it?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

The AHD00416 error occurs as "Figure 1" when you try to copy the incident.

The error occurs a particular incidents, not all.

Figure 1. AHD04416 : Internal error: Unable to access data error in make_from_template

<Please see attached file for image>

Solution:

The root cause is the original incident has the incident area with an inactive status. In order to avoid the error, it is necessary to change the status of the incident area from inactive to active. Or set the other active incident area to the original incident.

This error message will show you more detail on the r12.5 environment as "Figure 2".

Figure 2. AHD04416:Internal error: Unable to access data error in make_from_template,

AHD04823:Incident 10062 Template Incident Area is inactive

<Please see attached file for image>

Environment

Release:
Component: ARGIS