The Service Desk r12.1 Implementation Guide has steps for configuring SSL with a self signed Certificate. These instructions include an example from the server.xml which is incorrect and if copied and pasted directly into the server.xml will cause the SSL to fail to locate the Certificate. The instructions are otherwise correct, and if the server.xml is modified by entering the changes by hand, will work.
The following steps taken from the Implementation guide have been updated with the correct example from the server.xml as well as and example of implementing a Certificate from VeriSign.
The first step(s) should be to setup and verify that the Self Signed certificate functions. Once the self signed certificate is configured and Tomcat running on the SSL ports specified it is a matter of following the instructions provided by the Certificate Authority to put the official Certificate in place.
Configure SSL with a Self Signed Certificate:
The process is taken from the Tomcat documentation updated for the Service Desk implementation of Tomcat, and can be found in the Implementation guide with a slightly incorrect example from the server.xml file.
$JAVA_HOME\bin\keytool -genkey -alias tomcat -keyalg RSAA .keystore file is created by default in the home directory of the logged in user. You can specify a different location during .keystore file generation. On UNIX, make sure that the directory in which you generate the .keystore file has sufficient permissions for CA Service Desk access.
<Connector port="8443" maxHttpHeaderSize="8192" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" disableUploadTimeout="true" acceptCount="100" scheme="https" secure="true" clientAuth="false" sslProtocol="TLS" keystoreFile="C:\Documents and Settings\user\.keystore" keystorePass="password"/>DO NOT COPY AND PASTE THE ABOVE SSL CONNECTOR FROM THE 12.1 IMPLEMENTATION GUIDE - MODIFY THE EXISTING FILE TO ADD THE NECESSARY KEYSTORE INFORMATION
pdm_tomcat_nxd -c stop pdm_tomcat_nxd -c start
Once SSL is up and functional with the Self Signed certificate you are ready to implement an official Certificate Authority provided certificate.
Each Certificate Authority should provide specific steps for their Certificate for most if not all Web Servers including the 2 supported by Service Desk, Tomcat and IIS.
There will likely be additional steps past the below documentation, such as importing the cert into the java\lib\security\cacerts file. These additional steps are beyond the scope of this technical article. Please review with your Certificate authority if the Self Signed Certificate works but the official Certificate Authority provided Certificate does not.
Follow the steps are taken from the VeriSign site and depend on the type of purchase made ("Secure Site", "Secure Site Pro", etc...):
When prompted for the certificate type, be sure to request the Microsoft PKCS7 format. The java "keytool" should be able to read these without issue.
Import the certificate received from VeriSign:
keytool -import -trustcacerts -file c:\newcert.crt -file "c:\.keystore" -alias tomcatNote: the Microsoft pkcs7 format should have the VeriSign intermediate certificates.
<Connector port="8443" maxHttpHeaderSize="8192" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" disableUploadTimeout="true" acceptCount="100" scheme="https" secure="true" clientAuth="false" sslProtocol="TLS" keystoreFile="C:\.keystore" keystorePass="securepassword"/>