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

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager

Issue/Introduction

After installing 14.1 Cumulative 4, The following error appears 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:

Environment

Service Desk Manager 14.1 , 17.1, 17.2, 17.3

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

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.