AHD04043 error when running CA Service Desk Manager (SDM) Summary/Detail reports

Document ID : KB000115463
Last Modified Date : 20/09/2018
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Issue:
When attempting to run a CA SDM Summary\Detail report, the following error appears:

AHD04043:The user name or password you entered is not correct. Please try again.

The STDLOG shows the following:

SDM-SERVER report 2960 SIGNIFICANT report.c 5605 Report Started - Parms: -w -c caisd_rpt.cfg -u TEST/JSMITH "crdtl.rpt" "where Call_Req.id = 400201"

SDM-SERVER sqlagt:select0 1560 SIGNIFICANT sql_agent.c 245 STARTUP of sql_agent:mdb:rpt_crdtl.rpt-#2960:select0

SDM-SERVERsql_agent 4592 SIGNIFICANT sql_agent.c 245 STARTUP of sql_agent:mdb:rpt_crdtl.rpt-#2960:

SDM-SERVER boplgin 4212 ERROR bplaccess.c 3422 AHD04043:The user name or password you entered is not correct. Please try again.

SDM-SERVER report 2960 ERROR session_maker.c 232 SessionMaker in rpt_crdtl.rpt-#2960 failed for TEST/JSMITH: AHD04043:The user name or password you entered is not correct. Please try again.

SDM-SERVER report 2960 ERROR report.c 5678 Unable to create session for report: AHD04043:The user name or password you entered is not correct. Please try again.

SDM-SERVER sql_agent 4592 SIGNIFICANT sql_agent.c 282 SHUTDOWN of sql_agent:mdb:rpt_crdtl.rpt-#2960:

SDM-SERVER sqlagt:select0 1560 SIGNIFICANT sql_agent.c 282 SHUTDOWN of sql_agent:mdb:rpt_crdtl.rpt-#2960:select0

SDM-SERVER pcrpt_nxd 3636 ERROR pcreport.c 891 Report failed: AHD04043:The user name or password you entered is not correct. Please try again.

Issue only occurs if CA SDM is accessed via the IIS Web Server AND the Userid contains a slash (i.e. TEST\JSMITH)

Steps to reproduce

1. Login to CA SDM via the IIS Web Server with userid that contains a slash (i.e. TEST\JSMITH)

http://SDM-SERVER/CAisd/pdmweb.exe

2. Find and open a CA SDM Request ticket

3. Select REPORTS->SUMMARY

4. Following error appears

AHD04043: The user name or password you entered is not correct. Please try again.

5. If you access CA SDM via the Tomcat Web Server (http://SDM-SERVER:8080/CAisd/pdmweb.exe) the report works fine
Environment:
CA Service Desk Manager 17.1
All Supported Windows Operating Systems
Resolution:
The correction to this behavior is available via a provided test fix.

Please open a CA Support case and request the solution to USRD#2893