Users are not able upload attachments in SDM

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Users are not able upload attachment via  public URL https://servicedesk.internal.xxx.xxx.xx , internally works fine but from outside not working.

Environment

Release : 17.X

Component : SERVICE DESK MANAGER

Resolution

For external access administrator can opt for setting up DMZ server which using resides out of internal network and external users can connect to it and raise tickets. Refer below link for information. (Search for word 'DMZ')

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/installing/pre-installation-considerations/ca-service-desk-manager-considerations/considerations-for-advanced-availability/advanced-availability-additional-considerations.html


And check the below url, it has also relevant information which can assist admin on setting up attachment on load balancer.

https://community.broadcom.com/communities/community-home/digestviewer/viewthread?MID=777383

Disclaimer: For more assistance on DMZ or load balancer, SDM admin need to approach Services team via account manager.