Incorrect message when customer download an attachment from an issue

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When a customer downloads an attachment from an issue he gets an incorrect popup message like:

"The servlet and/or repository daemon are not available. Verify Document Repositury definition and retry request"

but when he clicks on ok the download start.

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

Cause

Issue caused by a customized htmpl file.

Resolution

Several cases/issues reported with this incorrect error message  and related to a detail_xxx.htmpl file customized.

i.e. in this case the issue was caused by the customized detail_iss.htmpl file under NX_ROOT\site\mods\www\htmpl\web\customer directory.

It is needed to port the customizations to a new custom detail_iss.htmpl using as the base file the current out of the box detail_iss.htmpl in the servicedesk environment.