Cannot view or upload attachments in Service Desk Manager.

Document ID : KB000040173
Last Modified Date : 14/02/2018
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Problem:

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 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.