URL link on a Notification Email does not work if SAML on Tomcat has been integrated

Products

• CA Service Desk Manager

Issue/Introduction

SDM Tomcat has been integrated with Azure for SAML authentication. After that, the direct link (deep link) to a ticket or a ticket template cannot be accessed for users who has not had the session.

Steps to reproduce the issue:

1. Close the default browser.
2. Click on the direct link to a Ticket e.g

https://sdmsv/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=3670129

3. Default browser will open
4.
            a) User will authenticate on Azure and be redirected to CASD
            OR
            b) Azure will automatically redirect to CASD if the session is not expired

5. Issue: The user is taken to the Default/Announcement Page on CASD instead of the Ticket
6. Click on the link again and the User is taken to the ticket now

Environment

Release : 17.3

Resolution

The problem can be fixed by RU21. Please download it from our Support Portal and install it to fix the problem.

Installing CA Service Management 17.3.0.21

Additional Information

CA Service Management 17.3.0.21 Release Notes