Attachments in Service Desk Manager and CATALINA_BASE\temp folder

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

If attachments stop working, Example: customer can't upload an attachment successfully, this can be caused by an issue with the CATALINA_BASE\temp folder

We will explain the purpose of this temp folder and advise how to maintain this folder moving forward

Environment

Service Desk Manager 17.3.x and 17.4.x

Resolution

The Service Desk install folder\bopcfg\www\CATALINA_BASE\temp is used as a transition folder before the attachments and exports get to their final location.

If end users cancel the export when it is not complete, files will remain stuck in the temp folder.

If more and more files fill this temp folder, attachment operations will take longer time and sometimes cause the end user attachment to fail.

The recommendation is this temp folder should be emptied from time to time either manually or by some auto script that scheduled to run when no users are online or when Service Desk restarts.