Monitoring the Attachment Upload Repository Servlet

Products

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

Issue/Introduction

A troubleshooting step to see if the Service Desk Manager Attachment Upload repository is working or not.

Environment

Service Desk Manager 12.x, 14.1 and 17.x

All Supported Operating Systems

Resolution

For releases at 17.3 or later:

The design of the ServiceDesk attachment servlet UploadServlet does not allow such monitoring to take place using a direct URL monitoring tool.  The servlet is used expressly to provide access to the attachment files and does not have any kind of landing page or direct user accessible functionality.  

We have indicated several workarounds, from monitoring the UploadServlet in the pdm_tomcat.log file or using the netstat command to verify if there is any indication that port 8080 is active and listening, ie:

C:\>netstat -a | findstr 8080
  TCP    0.0.0.0:8080           SDM-SERVER:0           LISTENING
  TCP    XXX.XXX.XXX.XXX:XXXX   SDM-SERVER:8080        TIME_WAIT
  TCP    XXX.XXX.XXX.XXX:XXXX   SDM-SERVER:8080        TIME_WAIT
  TCP    XXX.XXX.XXX.XXX:XXXX   SDM-SERVER:8080        TIME_WAIT
  TCP    XXX.XXX.XXX.XXX:XXXX   SDM-SERVER:8080        TIME_WAIT
  TCP    [::]:8080              SDM-SERVER:0           LISTENING

In the above example, we see port 8080 is presently on LISTENING which indicates attachments should be working as attachments servlet will rely on Tomcat port 8080 in a non-SSL setting by default.

 

For releases prior to 17.3

Please copy the Servlet path from Administration Tab->Attachment Library->Repositories.  Right-click on one of the repositories and click VIEW.

It should look something like this:

http://<FQDN>:8080/CAisd/UploadServlet

Paste the Servlet path link in a web browser. You should get the following messages if the servlet is working properly:

"The File download request is missing some required parameters

An unspecified processing error was encountered"

 

Even though the message does sound like an error, it is an indication that the Service Desk Manager Attachment Upload Servlet is up and running.