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How To Configure SupportBridge To Use IIS In Conjunction to Tomcat?


Article ID: 53919


Updated On:


CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager



Instructions to configure Tomcat to work with IIS.


The following steps describe how to configure CA SupportBridge to use IIS instead of Tomcat which is the default.
This is convenient in an environment where SupportBridge and Service Desk are installed on the same server. Having both products use IIS may be desired in an environments where having the two products using their own Tomcat on separate, high ports may not be practical in terms of firewall requirements.

IIS/Tomcat connector install instructions

  1. Launch the SupportBridge Admin Login page and log into the Master Division.

  2. Click on the Properties button.

  3. Find the line for the Key of "system.url.port".

  4. Click the Edit button on that line.

  5. Change the value to 80.

  6. Click the Save button.

    <Please see attached file for image>

    Figure 1

  7. Create the following two directories in Windows Explorer:

    • c:\InetPub\sbconf
    • c:\InetPub\wwwroot\supportbridge

  8. Download the Tomcat Connectors from

    1. Under the Download section, click "Tomcat Connectors."
    2. Click on the "Binary Releases" link under the Tomcat Connectors JK 1.2 heading
    3. Click win32.
    4. Select the current stable version folder, e.g., jk-1.2.26.
    5. Download isapi_redirect-1.2.26.dll and copy it to c:\InetPub\sbconf. Important: save it as "isapi_redirect.dll" - remove the version number from the file name. Note: isapi_redirect-1.2.26.dll is for IIS 5 and later Web Server.

  9. For IIS 6.0, add a new Web service extension:

    1. In IIS Manager, expand the computer name, and then click Web Service Extensions.
    2. In the details pane, click Add a new Web service extension.
    3. In the Extension name box, type the name of the new Web service extension.
    4. Click Add.
    5. In the Path to file box, type the path or click Browse to navigate to the isapi_redirect.dll file that the new Web service extension requires, and click OK.
    6. Select the Set extension status to Allowed check box to automatically set the status of the new Web service extension to Allowed.
    7. Click OK.

  10. Create the following file, c:\InetPub\sbconf\, as per example:

    # Configuration file for the Jakarta ISAPI Redirector
    # The path to the ISAPI Redirector Extension, relative to the website
    # This must be in a virtual directory with execute privileges

    # Full path to the log file for the ISAPI Redirector

    # Log level (debug, info, warn, error or trace)

    # Full path to the file

    # Full path to the file

  11. Create the following file, c:\InetPub\sbconf\, as per example:


    # Probably want to enable the following if there is
    # a firewall between the web server and the app server:

    Note: This file defines a protocol type and a worker name. In the above example, sbworker must match the value in the file in the next step.

  12. Create the following file, c:\InetPub\sbconf\, as per example:


    <Please see attached file for image>

    Figure 2

  13. Create a new web site in IIS, or modify the existing web site:

    1. From IIS Manager, expand the computer folder and right click on Web Sites
    2. Select New -> Web Site
    3. Click Next
    4. Enter "supportbridge" for the description
    5. Accept 80 as the port and enter a Host header
    6. Browse to the Home Directory of C:\Inetpub\wwwroot\supportbridge

      <Please see attached file for image>

      Figure 3

  14. Add isapi_redirect.dll to ISAPI filters in IIS:

  15. Right click on Default Web Site
  16. Select properties
  17. Click on the ISAPI Filters tab
  18. Click Add and browse to the location of the dll file. Any descriptive name can be provided as the Filter Name, e.g., Tomcat Redirector (screenshot shows isapi_redirect-1.2.26.dll).

    <Please see attached file for image>

    Figure 4

  19. Create virtual directory "jakarta" pointing to c:\InetPub\sbconf, with only execute privileges (no "read" or "run scripts" privileges)

    <Please see attached file for image>

    Figure 5

  20. Set up the "static" directory with one of the following options:

    1. If the web server is on a different machine than the application server, copy the static directory from C:\Program Files\CA\SupportBridge\tomcat\webapps\SupportBridge\static to c:\InetPub\wwwroot\supportbridge.

      <Please see attached file for image>

      Figure 6

    2. If the web server is on the same machine as the application server, you can create a Virtual Directory as follows:

      1. Create a folder named "supportbridge" in c:\InetPub\wwwroot.
      2. In IIS Manager, expand the Web Site's tree
      3. Right-click on the "supportbridge" folder (not the "supportbridge" Web Site)
      4. Click on New, Virtual Directory
      5. Set the alias to "static"
      6. Set the directory to C:\Program Files\CA\SupportBridge\tomcat\webapps\SupportBridge\static
      7. Allow only the "Read" privilege.

  21. Test the SupportBridge connection on IIS. E.g., http://<server_name>/SupportBridge/jsp/component/login/adminLogin.jsp

NOTE: In case you run into a problem setting this configuration up, and now you cannot log into the SupportBridge Admin or Technician web interface, you can manually change the system.url.port back to the original Tomcat port by modifying the SupportBridge SystemProperties table directly in SQL. Restart the "Apache Tomcat SB" service after modifying the database in this manner.

<Please see attached file for image>

Figure 7


Component: SVCMGT


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