Attachments created in SDM can not be Downloaded in Service Point and xFlow

book

Article ID: 209120

calendar_today

Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

After migrating to 17.3RU2 customer reported that attachments created in Service Desk Manager were not working in Service Point correctly.

Steps to recreate the error:

- open a ticket in SDM

- attach a TXT file. This TXT file can be downloaded

- open ServicePoint

- open the same ticket from SDM and see if you can attach another TXT file

- the new TXT file is attached with no problem.

- the problem is when you want to download the 1st and 2nd TXT attachment you can not do that from Service Point.

The following error appears in incidentMS.log:

ERROR - [c.c.casm.actor.SdmDownloadFileActor] - Exception downloading file

java.lang.NullPointerException: null

 at com.ca.casm.actor.SdmDownloadFileActor.lambda$onReceive$16(SdmDownloadFileActor.java:256)

 at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:72)

 at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:71)

 at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:859)

 at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)

DEBUG - [c.c.casm.actor.SdmDownloadFileActor] - Stopping actor: Actor[akka://application/user/$Td#-1274266624]

DEBUG - [c.c.casm.actor.SdmDownloadFileActor] - Unregistering from SLUMP for object (175767552AttachmentReceiverActor[akka://application/user/$Td#-1274266624])

DEBUG - [c.c.c.a.SdmGetObjectByPersidActor] - Stopping actor: Actor[akka://application/user/$Ud#1460084047]

DEBUG - [c.c.c.a.SdmGetObjectByPersidActor] - Unregistering from SLUMP for object (175767552GetObjectByPersidReceiverActor[akka://application/user/$Ud#1460084047])

ERROR - [c.AttachmentBaseController] - Exception downloading file: null

ERROR - [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (<userid>)

java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException

 at java.base/java.util.concurrent.CompletableFuture.encodeThrowable(CompletableFuture.java:331)

 at java.base/java.util.concurrent.CompletableFuture.completeThrowable(CompletableFuture.java:346)

 at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:870)

 at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)

 at java.base/java.util.concurrent.CompletableFuture$Completion.run(CompletableFuture.java:478)

Caused by: com.ca.casm.exception.CasmBaseException: null

 at com.ca.casm.actor.SdmDownloadFileActor.lambda$onReceive$16(SdmDownloadFileActor.java:291)

 at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:72)

 at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:71)

 at java.base/java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:859)

 at java.base/java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(CompletableFuture.java:837)

 Suppressed: java.lang.NullPointerException: Null content

  at play.mvc.Results.status(Results.java:93)

  at play.mvc.Results.status(Results.java:80)

  at play.mvc.Results.badRequest(Results.java:587)

  at controllers.AttachmentBaseController.lambda$get$5(AttachmentBaseController.java:127)

  at java.base/java.util.function.BiConsumer.lambda$andThen$0(BiConsumer.java:72)

DEBUG - [c.c.c.a.SdmGetObjectByPersidActor] - Stopping SdmGetObjectByPersidActor

ERROR - [c.c.c.a.helper.DownloadHelperActor] - Error downloading file: null

Cause

Defect with 17.3 RU2

Environment

Service Desk Manager 17.3 RU2

Resolution

Install 17.3 RU4 which includes a solution for the defect. 

 

To download 17.3 RU 4:

https://support.broadcom.com/external/content/release-announcements/CA-Service-Management-Solutions--Patches/6462

 

To install 17.3 RU 4:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/installing/Installing-CA-Service-Management-17_3_0_4.html