Attaching file to a Request in Unified Self Service (USS) fails without errors. Posting a comment does not work as well.

Products

• CA Service Catalog
• 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

When creating a Request via Unified Self Service (USS), posting a comment does not work, as well as attaching a file to the comment to be posted:

<Please see attached file for image>

<Please see attached file for image>

 

Observe that no error is produced on the front-end.

Checking the logs does not show any evidence of the problem either, even when enabling traces on both USS and Catalog.

Creating the same Request directly from the Catalog interface works without problems.

Environment

ITSM 14.1: Unified Self Service integrated with CA Service Catalog and CA Service Desk Manager

Cause

The problem was caused by the Image field not having a content.

Resolution

To resolve the problem:

1. Create an image file in Paint, for example, named blank.png. Save it to INSTALL_DIR\filestore\images

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK3cAAG" alt="Image1.jpg" width="744" height="229">

2. Edit the Form, click the image field and add the following to the URL attribute: Filestore/image/blank.png

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK3bAAG" alt="Form1.jpg" width="746" height="372">

3. Save and test with USS. It should work now.

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK3fAAG" alt="Test1.jpg" width="725" height="404">

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK3gAAG" alt="Test2.jpg" width="727" height="197">