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

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Article ID: 4412

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Updated On:

Products

CA Service Catalog 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

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>

Request1.jpg

<Please see attached file for image>

Request2.jpg

 

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.

Cause

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

Environment

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

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">

Attachments

1558715650280000004412_sktwi1f5rjvs16tx2.jpeg get_app
1558715648294000004412_sktwi1f5rjvs16tx1.jpeg get_app
1558715646548000004412_sktwi1f5rjvs16tx0.jpeg get_app
1558715644620000004412_sktwi1f5rjvs16twz.jpeg get_app
1558715641651000004412_sktwi1f5rjvs16twy.jpeg get_app
1558715639488000004412_sktwi1f5rjvs16twx.jpeg get_app