Unable to open or download the .EML attachments with Chrome Web Browser

Products

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

Issue/Introduction

After updating Chrome to v88.0.4324.104 or using Microsoft Edge browser, users are not able to view, open or download the .EML attachments.

The following error message is observed on the attachment tab:  "refused to connect" 

 

Environment

Service Desk Manager 17.x

All Supported Operating Systems

Chrome Web Browser

Cause

Security change in Chrome 88 blocking certain extensions causing this issue to occur. More information: https://security.googleblog.com/2020/02/protecting-users-from-insecure_6.html

Resolution

1. Go to NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\web.xml and add the following XML snippet at the end of the file, in the mime-mapping area:

<mime-mapping>
<extension>eml</extension>
<mime-type>text/plain</mime-type>
</mime-mapping>


2. Restart the Tomcat process or the entire SDM service.

Alternatively, the .EML files can be opened with a mail client (e.g. Outlook). As such, you can use the same code snippet to associate the .EML files with an email client, similar to how .MSG files are opened:

<mime-mapping>
<extension>eml</extension>
<mime-type>application/vnd.ms-outlook</mime-type>
</mime-mapping> 

Additional Information

See also this Community Thread:

https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer/viewthread?GroupId=2125&MessageKey=9f4e7c50-de0c-47ad-86a6-030a41b85d1c&CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&tab=digestviewer