File Repository URL - CA Service Desk Manager and CA Service Catalog Integration

Products

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

Issue/Introduction

CA Service Desk Manager and CA Service Catalog are integrated with load-balancer URLs.  

When users attach files in a CA Service Catalog ticket, a link pointer is written to the CA Service Desk Manager request.  

When users click the URL link, it ends up being the internal application server URL rather than the load balancer, so the action fails.

Where do you configure the File Repository URL used in the CA Service Desk Manager and CA Service Catalog integration?

Environment

CA Service Desk Manager and CA Service Catalog 17.3 and 17.4

Resolution

Updating the SLCM_URL parameter in ITPAM should resolve the issue.

Couple of optional steps are also recommended to keep in sync with Load balancer URL instead of local URL.

ITPAM: Update SDM_GlobalDataSet -> SLCM_URL

CA Service Desk Manager (Optional): Check and keep these URLs in sync

CA Service Catalog (Optional):Check and keep these URLs in sync