CA Service Management

We are using CA SDM 12.6

Export functionality is not working.

When the export button is clicked, it just fades for a few seconds and comes back without any result.

There are no errors in any logs.

We have done the settings for configuring tomcat with SSL which I suspect is the cause for the issue.

Any pointers to resolve this?

Hi Chirag,

If the tomcat with SSL was the only change, did you update the value of @NX_SERVLET_SERVER_URL in the NX.ENV file to http://hostname:8443 followed by recycling of SDM services? Export button uses this value.

Thanks,

Naveen

Thanks Naveen.

Will check this out to ensure that it has no impact on other functionality.

Hi Chirag,

Not sure you applied cumulative patch or not.

There are a test fix for the Export Utility so request the CA Technical Team for the test fix -T572350.

Regards

Amit

Chirag............

Have you opened an official support issue yet?

If not, please do so and ensure that you provide the .HIS file, the entire NX_ROOT\LOG directory and NX.ENV for analysis.

In addition, when there is an issue with the export feature, do attachments still work?

Hi Chirag,

I was wondering how did you proceed on this.

Thanks,

Naveen

Hi Chirag,

May be you could check these two variables and set the port number to 8443.

@NX_SERVLET_SERVER_URL=https://<Server name>:8443

and

@NX_LOCAL_SERVLET_SERVER_URL=http://<server name>:8443

If you have a test environment then please make these changes on test environment first. Also confrm if you have applied Cumulative patches.

~Vinod

Hi Chirag

The NX_SERVLET_SERVER_URL is used to built the Export URL.

1. What is the URL you are using to access ServiceDesk?

2. What is the SSL port you configured?

3. Let us know if the below two URLs are accessible?

    a. https://servername:SSLPORT/CAisd/PDMExport

    b. https://servername:SSLPORT/CAisd/html/export_file.html

The first one should return a blank page, no error messages and the HTTP Status code 200, which is success while the second link should bring up a page with an hour glass. No functionality should be provided just to make

sure that the URLs are accessible. The above mentioned URLs HAVE TO BE accessible in order for the export

functionality to be working.

If the above mentioned 2 links are working and the export functionality still fails then we will have to collect the Fiddler traces. Please open a Support Ticket to investigate it further.

Regards

Nas

From my experience, updating the repository settings with the proper SSL servlet path should resolve the issue.

An SDM admin can perform this and it shouldn't require a service restart to my knowledge. Updating NX.ENV directly may not be the first path you want to take and I would recommend opening a CA Support case before you go in that direction.

To update your repositories with an SSL url, see the image below.  In this example I have IIS managing the application end user service over port 443 and am using Tomcat on SSL on port 4430 for Servicedesk, Knowledge, and Images.

We often use port 8443 for Business Objects SSL connections.

Hope this can help. Good luck!

The export function stopped working again. Before this I added an additional field to the export in list_in.htmpl. After that I got an error on the export window and it stopped. Later I removed the field from list_in.htmpl, but the export function didn't work has the same problem.

Also the list view did not show up any data.

Can someone help what could have went wrong?

Vishwanathan,

I'm assuming you did a pdm_webcache already,  maybe empty out your browser cache and retry this again?

_R

Yeah, I tried the same but still we have the same issue. Only that scoreboard item is not working. That too page one don't show the incidents, when I navigate to page 2 it shows the list.