While trying to login into SDM using IIS, the page loads but no images are displayed. When the same is opened through tomcat it works fine.

Products

• 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

While trying to login into SDM using IIS, the page loads but no images are displayed. When the same is opened through tomcat it works fine. 

<Please see attached file for image>

Cause

Settings of IIS have to be checked.

Environment

CA Service Desk Manager 14.1 and 17.X

Resolution

1.   Confirm if IIS is working fine by trying to open IIS home page.

From IE, launch the http://hostname:80

 

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK9uAAG" alt="1.PNG" width="624" height="338" border="0">

 

  2.       Confirm if all the required IIS options are configured as per below link.

https://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.tec602279.html

 

 3.    Open IIS Manager and Navigate to Default web site-> CAISD-> Handler Mappings 

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK9wAAG" alt="3.PNG" width="624" height="286" border="0">

 

  4.   In that just check Static content again, it should be like: 

static file * Enabled File or Folder StaticFileModule,DefaultDocumentModule,DirectoryListingModule Local 

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK9xAAG" alt="5.PNG" width="625" height="307" border="0">

 

 5.    If it’s not showing file and folder, double click Static file-> request permissions- Check Invoke handler check box -> and select file or Folder and click on OK. And in Access tab it should have read option selected. 

 

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK9yAAG" alt="6.PNG" width="624" height="297" border="0">

If above steps are already done please do below steps 

 6.   Now click on "Dafault_web_site"-> and at right end of screen-> click "Restart" under manage website. 

 

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK9zAAG" alt="6.PNG" width="623" height="278" border="0">

 

 7.   Click on IIS Name (after expanding that only you will see sites and application pools) and at right end you will see option to restart under manage server. 

 

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AKA0AAO" alt="7.PNG" width="624" height="283" border="0">

 8.   Close IE and delete cache. Open any new browser (chrome or Mozilla) and try to access SDM.