CA Service Management

only a single user is facing error on opening every ticket attachments, error: download failed: security ID (xyz)not found or has expired. I have check it on his system no issue on user side while effected user cannot open tickets attachment on any other system as well while other users can. By creating new user issue stand resolved but raised again. Please share a permanent solution for it. quick resolution will be highly appreciated. Thanks.

Regards,

asfa

Hi Asfa,

Unfortunately SDM 12.5 is no longer supported and hasnt been in quite a few years now.  I would highly recommend you upgrade to a supported release of the product such as 14.1.03.   That said, for this particular error message there is a Tec Doc published which may address it for you.  Please take a look at https://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.TEC610901.html 

Hope this helps,

Thanks,

Jon I.

Its not work out as on IE its prompting another error: refused session may be due to popup blocker setting while setting is ok. secondly on other browsers error is same.

Regards,

Asfa

Well if this happen for only one users, that learly show that this is environment related.

Then troubleshooting need to focus on the difference from this user compare to the others to identify  and reproduce.

Then when this is understand , you can then look for your remediation plan.

My 2 cents

/J