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Issue uploading attachments in Service Point

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Article ID: 243779

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Error in UI:


Error IMS1001-File extension .txt ....


The following error appears in incidentMS_debug.log when trying to attach a file to an SDM ticket in Service Point:

[c.c.c.a.SdmGetObjectByPersidActor] - Got message: CasmPojo [entity=doc_rep, entityClass=com.ca.casm.playApi.sdm.genpojo.doc_rep] SdmPojo [server= , servlet_path=null, persistent_id=doc_rep:1002, default_rep=null, last_mod_dt=null, sym=null, aa_services=null, description=null, rep_server=null, cgi_path=null, last_mod_by=null, repository_type=null, protocol=null, servlet_server=null, rep_credentials=null, file_limit_size=null, prohibited_file_ext=null, archive_type=null, producer_id=doc_rep, id=1002, upload_path=null, archive_path=null, delete_flag=null, retrieve_path=null, ]
[c.c.c.a.helper.SdmUploadFileHelper] - Got repository (doc_rep:1002) details: prohibited_file_ext (null), file_limit_size (null)
[c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (<userid>)
java.util.concurrent.CompletionException: java.lang.NullPointerException
 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$UniWhenComplete.tryFire(CompletableFuture.java:837)
 at java.base/java.util.concurrent.CompletableFuture.postComplete(CompletableFuture.java:506)
Caused by: java.lang.NullPointerException: null
 at com.ca.casm.actor.helper.SdmUploadFileHelper.lambda$createAttachment$7(SdmUploadFileHelper.java:452)
 at java.base/java.util.function.BiConsumer.lambda$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)

The issue occurs using SSL and non-SSL
The issue occurs using NTLM and BASIC authentication
Tested with different extensions. Added the extensions to attachments.allowed-content-types and restarted but same problem.
Stdlog in DEBUG level (primary and secondary) for spelsrvr, domsrvr, slump_nxd and rep_daemon don't show any error.

 

.HAR shows:


POST https://<xFlow URL>:port/bui/attmnt 400 (Bad Request)
Show 58 more framespolyfills.a4fcec0….js:1 POST https://<xFlow URL>:port/bui/attmnt 400 (Bad Request)

main.e528c2d….js:1 Failed to upload attachment(s) 
e {headers: t, status: 400, statusText: "Bad Request", url: "https://<xFlow URL>:port/bui/attmnt", ok: false, …}

Environment

Release : 17.3

Component : SDM - Service Point

Cause

The application is looking for doc_rep:1002 (default ID for ServiceDesk repository) but it does not exist in the environment. 

Resolution

1. Confirm what is the persid for the repository being used. You can check this from db level by running: select * from doc_rep;

2. Once you have the persid (format: doc_rep:XXXXX): Go to xFlow\APPS\Services\incidentmicroservice-17.0.479\public\conf\casm.conf.do-not-change.js > search for repository > Delete the default value (doc_rep:1002) and set the right persid > Save changes > Restart xFlow > Delete cache from browser.

 

Additional Information

Error "IMS1001-File extension .rar is either upload prohibited or it does not match the content type" When Attaching files to xFlow/Service Point ticket