CA Service Management

Version:14.1.0.3

I developed a script plugin to create and update a Ticket. The script must use Certificates to login the SDM. so I ran a command ： pdm_pki -p DEFAULT . But the message show's for me : Error found. sapolicy::update_policy_with_key() not set to force a replacement of the existing public key.
and then I change the command to : pdm_pki -p DEFAULT -f . The command run successful , and create a new certificates.
But the user report they can't access the survey url : http://xxxxxxxx/CAisd/pdmweb.exe?OP=DO_SURVEY+SID=0+SVY_ID=400001+CNT_ID=ABD8248F2828DE4FB114849BC46FBB73+CNTXT_PERSID=cr:443575
I have tested all survey url like this , can't access.It shows AHD05237:An internal error with surveys occurred.
The logs shows :
ERROR bplaccess.c 3370 AHD04043:The user name or password you entered is not correct. Please try again.
ERROR freeaccess.spl 12860 Error logging in for survey for ABD8248F2828DE4FB114849BC46FBB73

Did the survey login used Certificates ? Is it because I updated the certificate to cause the survey visit to fail? How can I update certificates that survey used?

In addition, I have tried the document ID is “TEC1238652” and “TEC505171”, but failed.

In “TEC1238652”,I don't know how to confirm that the survey is set to public.

This problem has a huge impact. Please Help me resolve it.

If you have multi-tenant environment you can refer to this as well:

"AHD05237:An internal error with surveys occurred" and "AHD03055:Data partition Create restriction on Survey" in multi-t… 

Thank you for your reply,I have found a solution 

Seems to find a problem, after the upgrade, the user must log on to the system to open survey page

Hi sender xu,

The problem you reported seems to be very similar to the one fixed by RO92235. Could you download it from the following website and apply it to your test box before you do it to your production box?

RO92235: WIN-ERROR WHILE OPENING SURVEY OR CREATING TICKET 

https://support.ca.com/irj/portal/solncdndtls?aparNo=RO92235&os=WINDOWS&fc=3&actionID=3

Thank you,

Kaori

I applied above patch in our UAT env(r14.1) and the issue persists.

Hi Johnson,

Are you using a Survey Template with Public (Shared) Tenant? Do you see error messages in a stdlog?

Kind regards,

Kaori

Yes, its public(shared).

Error msg while submitting Survey:

=== 04/25 12:58:38.29 <srvname>     boplgin             26536 ERROR        bplaccess.c           3370 AHD04043:The user name or password you entered is not correct. Please try again. 04/25 12:58:38.29 <srvname>     web:primary:2       77240 ERROR        freeaccess.spl       12860 Error logging in for survey for 0CBDF2269CAACE488706F129B05EFC93 ===

Hi Kaori, The mentioned patch seems to be working fine. I applied on the r14.1.03 system and it was working fine.

Thanks for the input.!

That's great!

Thank you for letting me know.

Kaori

Hi Kaori, I'm sorry the issue hasn't resolved yet. Our observation is that, if the command line utility of the access type is set to Administrator role then when survey is submitted, it works fine. 

If the command line utility is set to some other role then we get a msg in logs as the contact doesn't have update_global access.

Please let me know if you have solutions for this.

Hi John,

Please open a Support Case so that we can try to investigate the problem further. We may need more information to look into it .

Thank you,

Kaori

Hi Johnny,

Did you find the solution, if so can you pls tell me? I am facing exactly same issue.

Thanks in advance,

Sushma

Hi all,

Any update please!

Hi Mandar,

Have you applied the patch RO92235? Please check the following if your problem is same as the problem stated on the patch readme.

RO92235: WIN-ERROR WHILE OPENING SURVEY OR CREATING TICKET
ERROR WHILE OPENING SURVEY OR CREATING TICKET VIA EMAIL

Thank you,

Kaori

I'm sorry I didn't reply to you before,I'm too busy recently.

Finally, CA gave me a patch to solve the problem.

Thank you for your reply.

Hi Team,

I'm facing similar issue, users are not able to submit survey getting same error. In chrome the pdmweb.exe file gets downloaded and in IE above message. We are on r14.1.3 and multitenancy is enabled.

Please help

Hi All,

The issue got resolved with below testfix provided by support.

PRODUCT: Unicenter Service Desk                          RELEASE: 14.1

PROB #:  3676      FN: T6D3157    FT: D33        DATE:    20 Feb 2017
STARTRAK PRODUCT NAME: USRD   (Star Problem Product)

PROBLEM SYMPTOM: WIN-ERROR OCCURS WHILE SUBMITTING SURVEY WITH CUST
                 ----------------------------------------------------
                  Under certain circumstances submitting the  survey in a multi tenanted environment may fail
                 with following error.                  
                  "AHD05237:An internal error with surveys
                 occurred "

Thanks for confirmation Pushpith and Glad that Test fix resolve the issue.

HI Johnny,

Can you pls help me how to apply this testfix T6D3157 , as I checked we didn't get any information. 

PreREQ:RO90508 This patch is already there.

Please help us as it is impacting a lot.

Regards,

Sushma

CA SDM - CA Service Desk - AHD Codes - Error