This is with reference to "CA Case Ref# 21806342-1 & 00059920" Cannot Customize Scoreboard in a Multi-Tenancy Environment.
When trying to customize scoreboard by multiTenant-Service Desk Administrator, getting the error "AHD04405: CA Service Desk Manager system internal error". This issue exists in 12.5, 12.9 and 14.1.
There was no issue observed in "singleTenant-Service Desk Administrator".
The Tenant Read Access contains Groups of that particular Tenant + Service Provider.
The Tenant Write Access contains Groups of that particular Tenant Only.
Update Public is set to 'NO'.
With this combination, multiTenant-Service Desk Administrator is not able to customize scoreboard.
IF the Tenant Write Access contains Groups of that particular Tenant + Service Provider OR Update Public is set to 'YES', multiTenant-Service Desk Administrator is able to customize scoreboard but it is not an acceptable solution as the multiTenant will get access to "PUBLIC DATA" and it will be a huge security breach.
So there should be some change in the design and code where multiTenant-Service Desk Administrator is able to customize scoreboard without having "Write Access" to Public Data.