Unable to create or update a ticket by an email due to error "AHD58004".

Document ID : KB000045948
Last Modified Date : 14/02/2018
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Issue:

An Incoming email does not create or update a ticket and an email will be replied to a sender with the following error message.

"AHD58004: xxx - Cannot determine valid requester id.  Cannot continue processing!"

This error is written to the in stdlog also.

 

Resolution:

If the option 'Allow Anonymous' is not checked on a Mailbox setting; and the email is sent out from a contact with an email address that does not exist in Service Desk Manager; then CA Service Desk Manager will send out a response with the error message.

In order to create or update a ticket without the error message, please follow Resolution (A) and/or (B) to turn on the option "Allow Anonymous" or add an appropriate email address to a Contact.

A) Turn on the option "Allow Anonymous" on a Mailbox setting.

  1. Log into Service Desk Manager using Service Desk privileged user account and open [Administration] tab.

  2. Go to 'Email' > 'Mailboxes' and open a Mailbox that the user who encounters the error message send the email to.

    Mailbox_List.jpg

  3. Click on <Edit> button and turn on the option "Allow Anonymous".

    Allow_Anonymous.jpg

  4. Click on <Save> button to save the change.

B) Add the email address to a Contact.

  1. Log into Service Desk Manager using Service Desk privileged user account and open [Administration] tab.
  2. Go to 'Security and Role Management' > 'Contacts' and open the Contact who encounter the error message. In this example, open the Contact "Administrator".

    Contact.jpg

  3. Click on <Edit> button and open [Contact Details] > [Notification] tab.

    add_email.jpgadd_email.jpg

  4. In 'Email Address' field, type the appropriate email address used by the Contact who encounters the error message.

  5. Click on <Save> button to save the change.

 

Also, CA Service Desk Manager will send out the response with the above error message if Access Type of the contact who send out the email does not have any value set for 'Command Line Utility Role' on the [Roles] tab. 'Command Line Utility Role' is required for the email functionality to Work.  It should be set to an appropriate role with access permissions to create or update Service Desk tickets.

Roles_tab.jpg

Additional Information:

Use the Default Mailbox or Create a Mailbox:
https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox

Fixed Issues - 14.1.03
https://docops.ca.com/ca-service-management/14-1/en/release-information/what-s-new-in-this-release/ca-service-management-release-14-1-03-enhancements/fixed-issues-14-1-03

USRD #3483
Title:  SAVING EMAILS FROM UNKNOWN SENDERS
https://support.ca.com/irj/portal/kbproblem?productcd=USRD&problemnbr=3483

TEC1945266: How to enable incoming emails update tickets, though the email address is not in SDM repository?

RI11439: CREATING TICKET VIA EMAIL FAILS FOR SOME ACCESS TYPES