Webservices stopped working after updating Apache Tomcat

Products

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

Issue/Introduction

Updated the version of Apache Tomcat on the Service Desk servers to resolve some security vulnerabilities.  Once the upgrade was completed, however, anything that  would use the REST/Web Services to open tickets has stopped working and get a 404 error from the POST calls to open tickets. 

Environment

Release : 17.3

CA Service Desk Manager

Cause

Internal configuration needs to be redone as part of Tomcat update

Resolution

- Follow steps 1 thru 5 from the "Install and Configure Apache Tomcat" (steps may have already been done, but please review this step to confirm)

- Rename all "conf" folders to "conf-org" for ALL Tomcats (bopcfg\www\CATALINA_BASE[_XXX] )

Example:  Renaming:

\bopcfg\www\CATALINA_BASE\conf
\bopcfg\www\CATALINA_BASE_FS\conf
\bopcfg\www\CATALINA_BASE_REST\conf
\bopcfg\www\CATALINA_BASE_SA\conf
\bopcfg\www\CATALINA_BASE_VIZ\conf

Change the folder names to:

\bopcfg\www\CATALINA_BASE\conf-org
\bopcfg\www\CATALINA_BASE_FS\conf-org
\bopcfg\www\CATALINA_BASE_REST\conf-org
\bopcfg\www\CATALINA_BASE_SA\conf-org
\bopcfg\www\CATALINA_BASE_VIZ\conf-org

- Run pdm_configure (Do NOT enable the option to start the services)

- A new conf folder will be available in 3 of the 5 Tomcats.  The conf folder of interest will be located in "\bopcfg\www\CATALINA_BASE"

- Copy the new conf folder from CATALINA_BASE to CATALINA_BASE_FS and CATALINA_BASE_REST

- On the 2 copied conf folders, delete the file catalina.properties (FS and REST).  The files that need to be deleted are:

\bopcfg\www\CATALINA_BASE_FS\conf\catalina.properties
\bopcfg\www\CATALINA_BASE_REST\conf\catalina.properties

- Run pdm_configure again (You can enable the option to start up the services)

Once done, please test if REST Web Services on SDM are operational.

Additional Information

See also KB Article 19999 for additional information on 404 errors with REST