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string "http://" converted to "https://" in ticket description

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Article ID: 106190

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Updated On:

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

Customer does a login to Service Desk using the "Employee" role to Quick Open a request, and the description field has an "http://" string.
When the Request is opened, the string is converted to "https://", and the URL becomes corrupted.

Steps to Reproduce:

1. Customer uses ssl (https) in Service Desk
2. He uses a load balancer A10
3. He set the role as Employee
4. He opens a new request and in the description field he write an URL, such as: "http://ca.com", in example
5. When the request is opened, in the request detail the URL in the description field was converted to "https://ca.com"

It causes a corruption in URL.

Environment

Service Desk Manager 17.x

Cause

This is not caused by a Service Desk bug.

Resolution

Root cause is not related to the Service Desk product.
It is possibly related to the load balancer or any security rule used by the customer.