Attachments with extensions like xlsx and docx will open in the correct external application but with a wrong name.

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

If a .xlsx or .docx attachment is opened with IE11, the appropriate application (Excel, Word) opens, but the displayed filename is always "UploadServlet" for files with the extension .xlsx and "pdmweb.exe" for files with the extension .docx.

How can this be avoided?

Environment

CA Service Desk Manager 17.X

Resolution

Please add the file extension like xlsx, docx to the web.xml 
ServiceDesk out of box ships with some extension like doc, xls etc

In the servicedesk tomcat web.xml
(eg C:\Program Files (x86)\CA\Service Desk Manager\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\web.xml)
Include the docx, xlsx as below:

<param-name>save_as_dialog_ext</param-name>
<param-value>mp3,eml,doc,zip,gz,tar,xls,rtf,ppt,pps,msg,jpeg,jpg,png,docx,xlsx</param-value>

Please recycle the ServiceDesk Tomcat service for the settings to take effect.