Attachment error: "Do you want to save UploadServlet" instead of downloading file

Products

• 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 clicking on an attachment link, such as a file attached to a KB document, a browser prompt appears with the message "Do you want to save UploadServlet", instead of "Do you want to save [filename]". If "UploadServlet" is saved, it cannot be opened, and the intended file is not accessible.

Environment

This issue occurs in Service Desk Manager versions 12.6, 12.7, and 12.9 when using Internet Explorer 11.SDM 14.1 and newer are not affected by this issue and are fully compatible with IE11.

Cause

As noted in the Certification Matrix documentation for SDM 12.6, 12.7, and 12.9, IE11 requires additional configuration to work properly with SDM. This is due to how IE11 handles older websites and protocols.

Resolution

On each affected PC, perform the following steps. You may require local administrative access to perform some of these functions.

• Open the Internet Options panel, either through Control Panel or through Internet Explorer.
• Navigate to the Security tab, then to the Local Intranet zone, the Sites button, and the Advanced button.
• Ensure that your SDM URL is present on this list of trusted sites. If your SDM servers have multiple URLs (such as for internal and external access) or are members of multiple domains, ensure that all of them are present on this list.
• In Internet Explorer 11, go to the Tools menu, then to Compatibility View settings.
• Ensure that the URL and hostname of each of your SDM servers is present on this list of sites to display in compatibility view. If your servers are members of multiple domains, ensure that all of them are present on the list.
• If possible, check the box for "Display Intranet Sites in Compatibility View", as this will cover any other intranet sites not manually added to the list. (This option is often disabled by network administrators, so check with yours if this option is unavailable.)
• Clear your browser cache and close out of all IE11 windows.

Note: If many PCs in your organization are affected, it may be easier for a network administrator to manage these settings at a higher level with Group Policies.

Additional Information

This issue may also manifest in SDM versions earlier than 12.6, though versions earlier than 12.6 are not certified for use with IE11.

 

Links to the Certification Matrices for SDM 12.6, 12.7, and 12.9 are provided below.

SDM 12.6 Certification Matrix

SDM 12.7 Certification Matrix

SDM 12.9 Certification Matrix