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Service Desk Attachment does not work in Windows 10

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  • 1.  Service Desk Attachment does not work in Windows 10

    Posted Oct 12, 2017 01:19 PM

    Hi All,

     

    we have recently upgraded to windows 10 system. now we have seeing that attachment does not work on windows 10 system.

     

    Error : 

     

    we don't have telnet or ping or trace enable on the windows 10 system.

     

    Please suggest some troubleshooting steps.



  • 2.  Re: Service Desk Attachment does not work in Windows 10

    Broadcom Employee
    Posted Oct 12, 2017 01:29 PM

    What specific version of SDM is installed and what specific web browser is installed on the Windows 10 OS?



  • 3.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 13, 2017 04:51 AM

    SDM Version : CA Service Desk Manager    14.1 and 

    Internet Explorer :11



  • 4.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 12, 2017 01:32 PM

    Hi Kunal,

    What is the main URL that you are using to access Service Desk?  Is that main url using SSL (is it HTTPS?)?  

    Also what browser is being used on Windows10?

    Have you also confirmed that you can definitely access attachments from a machine running Windows7 to make sure this is not something going on with the server itself?

    Let us know,

    Jon I.



  • 5.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 13, 2017 04:53 AM

    it works find with Windows7 machine , the issue is only with windows 10.

    servicedesk url : http://den-sdmapp/CAisd/pdmweb.exe 



  • 6.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 13, 2017 08:32 AM

    Hi Kunal,

    For this one we would need to see a fiddler or wire shark trace to understand what its tryin to get to that it is not able to.  I know you mentioned that you dont have anything like that installed on the machine, but I dont think we can troubleshoot this further without having a way to see this.  You can try using F12 (dev tools), and look at the network tab to try and see if it shows you anything.  You would go to upload an attachment, but before you click the upload button after selecting a file, you would hit F12 to show the dev tools, then you can hit the upload button and it may show you what its trying to access that it cant.

    Aside from that, have you tested on Windows 10 with another browser such as Chrome or FireFox just to see if its something specific to IE?

    Additionally, does this happen on both uploads and downloads?  Or just uploads?

    Let us know what you find.

    Thanks,
    Jon I.



  • 7.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 13, 2017 01:21 PM

    thanks Jon.



  • 8.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 13, 2017 02:57 PM

    Not sure on this one - you may want to open a regular support case on this one so one of us can look into it further with you.  It will be a bit difficult to troubleshoot this type of issue via the communities.  If it has to do with CP4, specifically, the CORS stuff may be the problem - Take a look at the mandatory post steps here:

    CA SDM Conventional Configuration - CA Service Management - 14.1 - CA Technologies Documentation 

    Check if the CORS stuff is done in this environment.

    Jon I.



  • 9.  Re: Service Desk Attachment does not work in Windows 10

    Broadcom Employee
    Posted Oct 13, 2017 10:33 AM

    Check to see if this helps at all:

     

    - Add the Service Desk URL to the Intranet Zone.
    - Add the Service Desk URL to the Compatibility View settings.
    - Clear your browser cache after making these changes.

     

    In addition, do other Tomcat functions from SDM work on Windows 10 (i.e. Export a list)?



  • 10.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 13, 2017 01:20 PM

    let me try the steps which you have provided.

    However my dev service desk seems to be working find on windows 10 and the only difference with dev and prod is dev has been recently patched to CUM 4.

    when i tried the dev url ie : servicedeskdev:8080/CAisd/pdmweb.exe that worked but 

    prod : servicedeskprd:8080/CAisd/pdmweb.exe  gives an error HTTP Status 500



  • 11.  Re: Service Desk Attachment does not work in Windows 10
    Best Answer

    Posted Oct 17, 2017 03:40 PM

    It could be CORS related but, I can't be too sure without error messages. If you try to download an attachment in the browser console do you see any error messages? Can you check to make sure these files look correct?

     

    <NX_ROOT>\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\web.xml

     

    That file should have something like this:

     

    <!-- Add filter here -->

    <!-- Cross-origin support for Attachments Servlet -->
    <filter>
    <filter-name>CORS</filter-name>
    <filter-class>com.thetransactioncompany.cors.CORSFilter</filter-class>
    <init-param>
    <param-name>cors.supportedMethods</param-name>
    <param-value>POST, GET, OPTIONS</param-value>
    </init-param>
    <init-param>
    <param-name>cors.allowOrigin</param-name>
    <param-value>*</param-value>
    </init-param>
    </filter>

    <!-- Add filter-mapping here -->

    <!-- Cross-origin support for Attachments Servlet -->
    <filter-mapping>
    <filter-name>CORS</filter-name>
    <servlet-name>UploadServlet</servlet-name>
    </filter-mapping>



  • 12.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 17, 2017 03:43 PM

    Hi kgaurav.contractor  - any update on this one?  Were you able to check out the post steps as myself and Anthony had advised?  

    Let us know if you are still having the issue.

    Thanks,
    Jon I.



  • 13.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 18, 2017 08:36 AM

    thanks Anothony i have compare the files in dev and prod, i could see that, the content which you have mention is missing in production but we have same contain in dev which is working fine windows 10.

     

    i will have to test this in production which will take some time as we have raise change order for the same. 



  • 14.  Re: Service Desk Attachment does not work in Windows 10

    Posted Oct 20, 2017 08:13 AM

    thanks Anthony Lee,

     

    my issue has been resolve now.