Error AHD05072 and "Failed to complete reply method: 'MTH::got_parent_info' ,BOP Name:" When downloading a File

Document ID : KB000092798
Last Modified Date : 30/07/2018
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Issue:
After installing 14.1 Cumulative 4, The following error appears in stdlog when downloading a file:

rep_daemon 33448 ERROR DomWrap.c 956 Failed to complete reply method: 'MTH::got_parent_info' ,BOP Name:'Attachment id:592877' in class:'CDownloadFile', Error:AHD05072:
Environment:
Service Desk Manager 14.1 Cum 4
Cause:
"Command Line Utility Role" and /or "REST Web Service API Role" Roles being used through access type doesn't have a valid value.


 
Resolution:
1. Log into Service Desk Manager as Administrator (ex: ServiceDesk)
2. Administration > Security and Role Management > Contacts > Search for a contact who's experiencing the issue > take note of the Access Type
3. Administration > Security and Role Management  > Access Types > Open the access type from above > 3. Roles
4. Set the right values in "Command Line Utility Role" and /or "REST Web Service API Role" Roles who have the appropriate permissions.

Example: Set "Administrator" to have more privileges. The details of the privileges can be found under Administration > Security and Role Management > Role Management > Role List > Click on Role > 2. Function Access.