Attachments in CA Service Desk Manager (CA SDM) stop working after enabling the NX_NOFASTCHAN option in the NX.ENV

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Within the CA SDM NX.ENV file, there is an option called:

NX_NOFASTCHAN=1

In the desirable configuration, typically this option is left disabled to allow CA SDM communication through Fast Channel, which performs better than sending all communication through Slump (Enabling Fast Channel forces SDM to communicate only through one port, which causes serious performance issues. For more information on Fast Channel performance please review How does CA Service Desk Manager (SDM) behave within a network)

Under certain circumstances it may be required to enable the NX_NOFASTCHAN=1 option to avoid a connectivity issue that cannot be easily resolved.  After adjusting the option from:

! NX_NOFASTCHAN=1

to

@NX_NOFASTCHAN=1

attachments may stop working. The users may not see an error message aside from a general timeout and the CA SDM STDLOG log files may not provide any clear errors.

Environment

Service Desk Manager all versions

Resolution

If the Fast Channel connection has been disabled in the NX.ENV, it must also be disabled in the Tomcat WEB.XML located at:

NX_ROOT%\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF

Edit the Web.xml file in a text editor and find the section:

<!-- set param to YES to enable fast channel to the repository daemon    -->       

<param-name>fast_channel</param-name> <param-value>YES</param-value>  </context-param>

Change the setting to:

<!-- set param to YES to enable fast channel to the repository daemon    -->       

<param-name>fast_channel</param-name> <param-value>NO</param-value>  </context-param>

Then restart the CA SDM Tomcat or restart the entire CA SDM service.