Attachment problem - CA Service Desk 17.2 SP06

[Reinaldo Rivero]

Hi all,

CA SM was implemented in one customer and a SSL cert had to be applied for its release to production.
When applying the certificate, in Service Desk Manager the functions related to attachments (uploading and/or downloading attachments) began to fail, preventing such activities, as well as the export function was affected.

This certificate was signed by the customer, not by a certification authority.

Could these failures be due to the use of this self-signed certificate?

PS: It was tested in a quality environment to apply the certificate provided by the tool and such failures did not occur. 

CA Service Management 17.2.0.6



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IT Consultant
IT Business Solutions
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[Brian Mathato]

Hi Reinaldo,

What are the errors noted in the stdlog and/or pdm_tomcat.log when the error occurs?

If you undo the certificate changes made do attachment work properly on the affected environment?

Also double-check that the servlet URL is correct in the NX.env

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Kind Regards,
Brian
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[Reinaldo Rivero]

Hi Brian, 

- These are the errors found in the log when applying for the certificate: 

05/27 17:30:42.52 SADCWHD01      domsrvr              7196 ERROR        domset.c              6879 Attribute server not found by producer doc_rep in dotted reference repository.server

05/27 17:30:42.52 SADCWHD01      web:local            1740 ERROR        parse.c               8154 Unable to receive record for PDM_LIST at xx_attmnt_tab.htmpl[243]: Attribute server not found by producer doc_rep in dotted reference repository.server

- Yes, if I remove the certificate, the environment works perfectly.
- The servlet is correctly displayed on the NX.env


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IT Consultant
IT Business Solutions
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[Paul Coccimiglio]

You can also use the web browser console to see if things are getting blocked because of the certificate.

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Paul Coccimiglio
Principal Support Engineer
Broadcom Inc.
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