The CA Service Desk Manager (SDM) user gets redirected to the Embedded Entitlements Manager (EEM) login page when the user's password has expired.

Document ID : KB000047650
Last Modified Date : 14/02/2018
Show Technical Document Details


When the user logs in to CA Service Desk Manager (SDM) and gets the following error message:


Clicking OK will redirect the user to the EEM login page:

EEM login page

Note that if EEM is setup to store the passwords in a local DB, the user should login and will be directed to change the password inside EEM.

However, when EEM is configured to validate the user and password in an external LDAP, then providing the password should not work here.


CA Service Desk Manager r12.9, r14.1

Embedded Entitlement Manager r12.51


This behavior is by design.

No matter if EEM authentication is local or to a LDAP, when SDM is configured to authenticate via EEM, the users will always be redirected to the EEM login page when the password has expired.


The login page can be customized so the redirect is not executed.

1. Copy the login.htmpl form to the appropriate place. E.g.:

From: $NX_ROOT\bopcfg\www\htmpl\default

To: $NX_ROOT\site\mods\www\htmpl\default

2. Edit the form in any text editor and comment the following block of code:

Login.htmpl form

3. Next, run the following on all SDM servers:

pdm_webcache -H


At this point, whenever the user gets error AHD04011, she/he will not be redirected to the EEM login page.


Additional Information:

Note that for being a customization, whenever a Cumulative Fix or Package is installed, you should review the original Form for any changes it may have had and reapply the customization. 

In case you would like to have SDM modified so it does not redirect to EEM when the password expires, we encourage you to vote as well comment on the Idea posted in the SDM community:

Expired password in SDM redirects to defined URL instead of EEM functionality