Service Desk page weird screen on mobile

[Avinash Kande]

Hi

 

Recently we have upgraded our environment from 12.6 to 12.9 in 12.6 we were able to open Service Desk page http://servername:port/CAisd/pdmweb.exe normally but now after upgrade it is different.

 

Please refer the attached screenshots on how it shows, there is a link called pdmweb.exe when i click on that shows the message as in pic2 . We have enabled javascript but no luck..

 

Tested this is Iphone 4s,5,6 pls, Andriod , windows but everywhere is is same, kindly advise.

 

Thanks & Regards,

AK

[Raghu Rudraraju]

Hi Avinash,

 

If you access regular SDM URL (based off of regular Service Desk Tomcat / IIS), using a browser, you’ll still see the not-so-nice interface.  Chrome/Safari might paint the screens improperly.

 

We do have a real mobile app, CA Service Management app, on App store/Playstore,  which uses SDM’s REST Tomcat.   That’s more pertinent from mobile usage aspect.

 

 

3.1.5 release is the latest

 

ANNOUNCEMENT:CA Service Management Mobile app latest refresh (3.1.5) now available

·         Hide Details<https://communities.ca.com/community/ca-service-management>

by Avneesh Bhatnagar (June 24, 2015)EditAnnouncement CA Service Management Mobile app latest refresh (3.1.5) now available<https://communities.ca.com/edit-announcements.jspa?announcementId=1821>Expire<https://communities.ca.com/community/ca-service-management>Delete<https://communities.ca.com/community/ca-service-management>

 

CA Service Management Mobile app latest refresh (3.1.5) now available for download/update from Apple and Google App stores. The latest refresh includes:

 

- Ability to call your service desk from within the app (requires server side patching)*

 

- Ability for analyst to log tickets on behalf of other users via mobile app

 

- Tech stack upgrade along with bug fixes and stabilization

 

  *patch can be downloaded from: https://support.ca.com<https://support.ca.com/>

 

 

_R

[Avinash Kande]

Hi Raghu,

Thanks for your quick reply with the details, but my only worry is it was working in R12.6 but not in 12.9 what changed not to work. Also the normal SD interface is opening as expected in Ipad Air 2 thats making me to think

 

We are working on the app as well but we have a DMZ to configure the mobile app, can u suggest what ports should be opened and b/w which destinations.

 

Thanks & Regards,
AK

[Raghu Rudraraju]

Are you using Safari or Chrome, on iPad?

 

For the mobile app functionality, you’d have to open the REST Tomcat port. Maybe this old thread<https://communities.ca.com/message/241731219#241731219> has some useful details ?

[Avinash Kande]

On Ipad i used safari, i am working with n/w team to open 8050 port. Thanks for the info Raghu

[Avinash Kande]

Hi Raghu,

 

We have opened the ports and used below urls

 

For mobile APP URL we used : http://servername:8050

For browser in mobile  : http://servername:8050/casdm

But we are receiving the error "No response from Server, please contact your admin", kindly help

Thanks & Regards,

Avinash Kande

[Raghu Rudraraju]

Hi Avinash,

 

My best guess is that some configuration (NX.env) or some privilege (role/function access) that's interfering

 

Maybe this can be worked out through a support case ?

 

_R

[Raghu Rudraraju]

Can you verify if there is an option manager setting rest_webservice_resources_to_expose installed? 

If you do have it installed, deinstall it, restart and try again. 

[Avinash Kande]

Tried this but no luck Raghu..thanks for your inputs.

 

Thanks & Regards,
Avinash Kande

[Raghu Rudraraju]

Worked with Avinash on this offline.  It turned out that REST API did not get deployed properly.

 

pdm_rest_util -undeploy

pdm_rest_util -deploy

 

Restart REST Tomcat: 

pdm_tomcat_nxd -c stop -t REST   

wait a minute

pdm_tomcat_nxd -c start -t REST   

 

That resolved the main issue at hand.

 

_R

[Avinash Kande]

Thanks a ton Raghu for helping on this !!