Error: "Unable to handle fast-channel request from 20105" and "Process rep_daemon:external_url is not currently running" When Downloading an Attachment From Unified Self-Service (USS) integrated with Service Desk Manager (SDM) only.

Document ID : KB000007481
Last Modified Date : 14/02/2018
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Issue:

The following error appears when downloading an attachment from USS integrated with SDM:

slump_nxd 15184 ERROR server.c 3730 Unable to handle fast-channel request from 20105|pdmweb:Colorado#56ae7db7:15d9b4a57ac:-7fff to 20105|rep_daemon:external_url|TOP; reason: Process rep_daemon:external_url is not currently running

 

Environment:
Unified Self-Service (USS) 14.1 and laterService Desk Manager (SDM) 14.1 and later
Cause:

The Service Desk Manager datasource has a wrong value set in the field "Server Host Name". It is required to set the hostname of the Service Desk machine and not the FQDN or the external URL.

Resolution:

1) Log into Unified Self Service as an Administrator (ex: CASMAdmin)

2) Go to Settings > Data Sources

3) Expand CA Service Desk Manager data source

4) Modify the Server Host Name to the real hostname. You can determine this by going to SDM Server, open a command prompt window and type: hostname.

5) Save Changes. Now you should be able to download the attachments.

Additional Information:

Configure SDM Data source in 14.1:

https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-unified-self-service/configure-data-sources/how-to-configure-ca-sdm-data-source#HowtoConfigureCASDMDataSource-ConfiguretheCASDMDataSource