Second Attempts to Access Service Desk Manager Links Result in Http Status - 400 Request header is too large

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Links generated to Service Desk Manager from Service Catalog are not working properly. 

The first time, the link opens the item in SDM just fine.

Any subsequent attempts generates the error below.

HTTP Status 400 – Bad Request

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Type Exception Report

Message Request header is too large

Description The server cannot or will not process the request due to something that is perceived to be a client error (e.g., malformed request syntax, invalid request message framing, or deceptive request routing).

Exception

java.lang.IllegalArgumentException: Request header is too large	org.apache.coyote.http11.Http11InputBuffer.parseHeaders(Http11InputBuffer.java:614)	org.apache.coyote.http11.Http11Processor.service(Http11Processor.java:294)	org.apache.coyote.AbstractProcessorLight.process(AbstractProcessorLight.java:65)	org.apache.coyote.AbstractProtocol$ConnectionHandler.process(AbstractProtocol.java:891)	org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1784)	org.apache.tomcat.util.net.SocketProcessorBase.run(SocketProcessorBase.java:49)	org.apache.tomcat.util.threads.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1191)	org.apache.tomcat.util.threads.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:659)	org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)	java.base/java.lang.Thread.run(Thread.java:829)

Note The full stack trace of the root cause is available in the server logs.

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Apache Tomcat

Request header is too large

After clearing browser cache, same behavior (works 1st time, get error 400 all subsequent times). 

Creation of incidents in SDM from SC work fine

Environment

Release : 17.3

AWS and a load balancer URL

SSL

Cause

server.xml is missing a configuration for maxHttpHeaderSize

Resolution

Suggest customer add the following configuration to C:\PROGRA~2\CA\SERVIC~1\bopcfg\www\CATALINA_BASE\conf\server.xml

 <Connector port="8443"  maxHttpHeaderSize="20480"  SSLEnabled="true" clientAuth="false" >

NOTE: Bold and italics are for emphasis and should not be configured in the file itself

Also confirm the configuration in the following locations in Service Catalog

C:\Program Files\CA\Service Catalog\embedded\tomcat\conf\Server.xml

C:\Program Files\CA\Service Catalog\view\conf\Server.xml