Attachments created in SDM can not be Downloaded in Service Point and xFlow
Article ID: 209120
Updated On:
Products
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:
To install 17.3 RU 4:
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