AHD05999 Parent ticket type is not same as current ticket type
Article ID: 76524
SUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceKNOWLEDGE TOOLSCA Service Management - Asset Portfolio ManagementCA Service Management - Service Desk Manager
When creating a new ticket and try to associate it to a parent and then save the changes, the following error message might appear:
"Error- AHD05999:Parent ticket type is not same as current ticket type"
In addition, when creating a new ticket by copying the ticket from "Copy" option in the ticket's menu, and then setting the parent ticket, the following message might appear:
"Error 1 attempting to set parent to "cr:XXXXXXX": No message available"
The product behavior was changed to not allow any type of relationship. Out of the box it can associate child incidents to a request (by creating them from the request itself), but it cannot manually create the relationship or reverse it.
CA Service Desk Manager (CA SDM) 14.1 cum4 / 17.x
A NX.env value was introduced to the product in later releases to allow revert it to the older behavior. Add '@NX_TICKET_REL=Yes' to NX.env and NX.env_nt.tpl files using below commands:
pdm_options_mgr -c -s TICKET_REL -v Yes -a pdm_option.inst pdm_options_mgr -c -s TICKET_REL -v Yes -a pdm_option.inst -t
This will need to be done to all SDM servers in case of Conventional mode having secondary servers or Advanced Availability mode.
In order to avoid losing the changes when running pdm_configure command, it is required to add it to NX.env_nt.tpl file as well using the -t option.
Instead of adding the NX_TICKET_REL directly to the NX env files, it is recommended to run the commands from command prompt to add them.
Update children cannot be used for cross ticket relationships. This has to be done only through Parent field, manually, for every ticket.