Error AHD05072 and "Failed to complete reply method: 'MTH::got_parent_info' ,BOP Name:" When downloading a File

Products

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

Issue/Introduction

After upgrading Service Desk Manager, the following errors may appear in stdlog when downloading a file:

rep_daemon 33448 ERROR DomWrap.c 956 Failed to complete reply method: 'MTH::got_parent_info' ,BOP Name:'Attachment id:592877' in class:'CDownloadFile', Error:AHD05072:

03/25 16:48:38.75 SERVER rep_daemon              4400 ERROR        DomWrap.c              962 Failed to complete reply method: 'MTH::validate_bopsid_done' ,BOP Name:'Attachment id:9999999' in class:'CDownloadFile', Error:AHD04018:Internal error during user ID login (USER): session ID 9999999999 is invalid

Environment

Service Desk Manager 17.3 and higher

Service Desk Manager 17.4 and higher

Cause

"Command Line Utility Role" and /or "REST Web Service API Role" Roles being used through access type doesn't have a valid value.


 

Resolution

Check the users access type permissions by following these steps

1. Log into Service Desk Manager as Administrator (ex: ServiceDesk)
2. Administration > Security and Role Management > Contacts > Search for a contact who's experiencing the issue > take note of the Access Type
3. Administration > Security and Role Management  > Access Types > Open the access type from above > 3. Roles
4. Set the right values in "Command Line Utility Role" and /or "REST Web Service API Role" Roles who have the appropriate permissions.

Example: Set "Administrator" to have more privileges. The details of the privileges can be found under Administration > Security and Role Management > Role Management > Role List > Click on Role > 2. Function Access.