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CA Service Management create new report and issue and duplicate files attachment

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  • 1.  CA Service Management create new report and issue and duplicate files attachment

    Posted 11-02-2018 05:09 AM

    I install CA ITPAM 4.3 Patch 2, CA Service Desk ,CA Service Catalog, CA Unified Self-Service 17.1 Patch 1

    When I create new Report and Issue on USS and I attach more files. After I click submit button and open my request that I  found files duplicate. 

     

    1. I create new Report and Issue and attach files name ("A1.txt,A2.txt,A3.txt,A4.txt") but It duplicate files name ("A2.txt,A3.txt"). You see below picture.

    CA USS Web Screen

    2. I open Service Desk and I found duplicate files name ("A2.txt,A3.txt"). You see below picture.

    CA Service Desk Screen

    What shall I do,Please help me.



  • 2.  Re: CA Service Management create new report and issue and duplicate files attachment

    Posted 11-02-2018 08:57 AM

    Komgrit,

     

    How many files did you attach in USS,  just 4 of them?   Or Just 4 and then 2 more again?

     

    thx

    _R



  • 3.  Re: CA Service Management create new report and issue and duplicate files attachment

    Posted 11-05-2018 03:50 AM

    Just 4 and then more than 10 times, the result is same



  • 4.  Re: CA Service Management create new report and issue and duplicate files attachment

    Posted 11-05-2018 07:25 PM

    OK, in my 17.1.01 tests, it looked fine.  One USS -> Catalog request,  3 attachments  showed up as 3 attachments in SDM (as hyperlinks to Catalog of course).

     

    Is it possible that you have a case, 01211427Escalatedwith Support on this matter?

     

    _R



  • 5.  Re: CA Service Management create new report and issue and duplicate files attachment
    Best Answer

    Posted 11-02-2018 09:16 AM

    Good Afternoon Komgrit.

    I performed a quick local 17.1.RU1(+patches) test.
    In USS-UI,
    - hit 'report an issue',
    - add comment+attachment+post 3 times
    - hit Submit
    >1 no request creation conformation-popup appears
    >2 the SC-request gets created though
    >3 the linked/corresponding SDM-incident gets created too
    >3 no attachments at all visible in both the SC-request as well *** the SDM-incident.

    On a local 14.1 environment all works okay.

    Perhaps it is best, you open a standard case for full analysis and follow-up?

    Thanks and kind regards, Louis.