Cannot view or upload attachments in Service Desk Manager.

Products

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

Issue/Introduction

Users are sometimes not able to upload attachments to tickets or cannot view existing attachments on tickets.

May receive error in session; "AHD05949: Unable to acquire a repository session. File not uploaded"

Service Desk administrator or server manager may see an error in the Service Desk standard log such as;

"13868 ERROR ktweb.spl 2976 The repository daemon (rep_daemon:hostname)is not running, unable to initiate a session"

Environment

Service Management: 14.x, 17.x

Cause

Service Desk Web browser client for example IE, Firefox, Chrome.

Resolution

Please perform the following on all Service Desk servers, (primary/secondary for Conventional configuration, background, standby, application servers for Advanced Availability)

This option can be installed by running the following command from the Command Prompt on the Primary server machine:

pdm_options_mgr -c -s REP_DAEMON_TIMEOUT -v 60 -a pdm_option.inst

To avoid losing the change when you run pdm_configure, please run the above command with the '-t' flag as follows:

pdm_options_mgr -c -s REP_DAEMON_TIMEOUT -v 60 -a pdm_option.inst -t

Recycle CA Service Desk Manager service for change to take effect.

Additional Information

This variable is used to configure the time out value of the request sent to the repository daemon. The value of time out is in seconds and must be greater than the default value '30' seconds.