Unable to view compressed ZIP file attachments on Service Desk tickets.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description

Unable to view compressed ZIP file attachments on Service Desk tickets.

When attempting to view/open compressed ZIP attachments on Service Desk tickets, users receive the message "Status - Download Successful", but the ZIP file never opens.

Solution

Older web browsers (pre Internet Explorer 8), required a set parameter to handle the viewing/accessing of compressed ZIP files via a web browser.

Modern browsers do not require this parameter to be set.

1. Navigate to the 'NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF' directory on the Service Desk server and edit the WEB.XML file with a text editor
   
   
2. Find the 'forceDecompressOnDownload' parameter. Set the value to NO
   
   <param-name> forceDecompressOnDownload
   </param-name> <param-value> NO</param-value>

   
   
   

3. Repeat steps #1 and #2 with the WEB.XML.TPL file located in the same location (this is to prevent changes being over written by the pdm_configure process)
   
   
4. Recycle the Service Desk service for the changes to take effect

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: