After upgrading CA Service Desk Manager (CA SDM) with Apache Tomcat 7.0.68, attachments no longer work

Products

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

Issue/Introduction

Issue

After upgrading CA Service Desk Manager (CA SDM) with Apache Tomcat 7.0.68, the attachments function within CA SDM stop to work.

The following error appears in the NX_ROOT\LOG\PDM_TOMCAT.LOG file

org.apache.catalina.connector.Response sendRedirect
WARNING: Failed to redirect to [http://HOSTNAME:8080/CAisd/pdmweb.exe?SID=423522421+FID=2799+OP=DISPLAY_FORM+HTMPL=attmnt_upload_done.htmpl+KEEP.AttmntParent=cr:403551+ErrorCode=0+RelFilePath=rep_folder_00001+FileSize=25+KEEP.success_str=Directory: C%3A%2FFile Name: C%3A%5CS.LOG, File Upload Successful!!!]
java.lang.IllegalArgumentException: Illegal character in query at index 223: http://HOSTNAME:8080/CAisd/pdmweb.exe?SID=423522421+FID=2799+OP=DISPLAY_FORM+HTMPL=attmnt_upload_done.htmpl+KEEP.AttmntParent=cr:403551+ErrorCode=0+RelFilePath=rep_folder_00001+FileSize=25+KEEP.success_str=Directory: C%3A%2FFile Name: C%3A%5CS.LOG, File Upload Successful!!!
at java.net.URI.create(Unknown Source)
at org.apache.catalina.connector.Response.sendRedirect(Response.java:1384)
at org.apache.catalina.connector.ResponseFacade.sendRedirect(ResponseFacade.java:488)
at com.ca.ServicePlus.uploadservlet.UploadAttachment.recvmsg(UploadAttachment.java:620)
at com.ca.ServicePlus.slump.BPMessage.deliver(BPMessage.java:475)
at com.ca.ServicePlus.slump.SlumpLoop.start(SlumpLoop.java:176)
at com.ca.ServicePlus.slump.BPServer.runPrivate(BPServer.java:231)
at com.ca.ServicePlus.slump.BPServer.runPrivate(BPServer.java:192)
at com.ca.ServicePlus.uploadservlet.UploadAttachment$UploadWorker.run(UploadAttachment.java:683)
at java.lang.Thread.run(Unknown Source)
Caused by: java.net.URISyntaxException: Illegal character in query at index 223: http://HOSTNAME:8080/CAisd/pdmweb.exe?SID=423522421+FID=2799+OP=DISPLAY_FORM+HTMPL=attmnt_upload_done.htmpl+KEEP.AttmntParent=cr:403551+ErrorCode=0+RelFilePath=rep_folder_00001+FileSize=25+KEEP.success_str=Directory: C%3A%2FFile Name: C%3A%5CS.LOG, File Upload Successful!!!
at java.net.URI$Parser.fail(Unknown Source)
at java.net.URI$Parser.checkChars(Unknown Source)
at java.net.URI$Parser.parseHierarchical(Unknown Source)
at java.net.URI$Parser.parse(Unknown Source)
at java.net.URI.<init>(Unknown Source)

Steps to Reproduce

1. Following instructions to update Apache Tomcat within CA SDM

CA SDM 12.9 - http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec616742.aspx

CA SDM 14.1 - https://docops.ca.com/ca-service-management/14-1/en/implementing/implementing-ca-service-management-14-1/step-4-install-or-upgrade/implementing-ca-service-desk-manager/how-to-install-ca-sdm/step-3-install-other-components/install-and-configure-apache-tomcat-7-0-59

2. After upgrading to Tomcat 7.0.68, CA SDM attachments no longer work. Attempting to attach a document hangs and never completes.

Environment

CA Service Desk Manager (CA SDM) 12.9 and 14.1

Windows

Cause

Known issue with Tomcat 7.0.68. This bug is documented at https://bz.apache.org/bugzilla/show_bug.cgi?id=59151

Workaround

Bug with Apache Tomcat 7.0.68 will be addressed in Tomcat 7.0.69 when it is released.

Therefore in the meantime, it is recommended to apply Tomcat 7.0.67 until Tomcat 7.0.69 is released.