After SSL and FQDN Configuration Attachments Don't Work in Service Desk
Article ID: 16463
Updated On:
Products
Issue/Introduction
To configure SSL and FQDN for Service Desk. We can apply these two technical docs, but need additional changes.
Configuring SSL for Tomcat with CA Service Desk Manager
Configure Service Desk Manager to use FQDN or Alias
After implementing the above two technical docs, attachment or export may not working.
What are the required changes for these features ?
Environment
Service Desk 12.9 , 14.1 & 17.x
Resolution
Requirement for SSL
The above tech docs discuss the definition of certificate. After this is done, we need to change all variables that use http and port 8080 to use https and port 8443
Requirement for attachment
Attachments will try first to use the definition found in this screen shot
If this field is blank as illustrated in this screen shot, it will use the value of this variable in NX.env to find the location of the UploadServlet.
NX_LOCAL_SERVLET_SERVER_URL
If FQDN is also being configured, make sure this variable is defined with the FQDN (modify NX.env as shown below)
Requirement for export
Export will call the servlet pointed to by NX_LOCAL_SERVLET_SERVER_URL. This variable must also be changed to reflect SSL configuration (https://...:8443) and FQDN
Note:
If attachment is working and not export, we may have the good definition of the UploadServlet in the server's config, but not in the NX_LOCAL_SERVLET_SERVER_URL
Additional Information
pdm_configure does not modify all URLs
- You may have to modify NX_LOCAL_SERVLET_SERVER_URL
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