Unable to upload attachments in Service Desk Manager

Products

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

Issue/Introduction

When users try to upload attachments they get the following error.

Unable to connect to <SDM URL>/CAisd/UploadServlet

Please make sure that the servlet server is correct, and that Tomcat is up and running.

SDM advanced availability configuration. This error happens when doing attachment from app servers URL but works if doing it directly on background server.

Environment

Release : 17.x

Component : SDM - Attachments

Resolution

One possible reason is the CORS blocking on the background server. Check SDM-install\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\web.xml file on the background server and it should have

<param-name>cors.allowed.origins</param-name>
        <param-value>https://sdm-app-server1:portnumber,https://sdm-app-server2:portnumber,...https://sdm-app-servern:portnumber</param-value>

if it does not, change/save this web.xml file and recycle Tomcat/SDM on the background server