After applying Cumulative patch 2 for CA Service Desk Manager (CA SDM) 12.7, which includes the solution to USRD 2636, when a user logged into a CA SDM server clicks the Export button, nothing happens.

Document ID : KB000056700
Last Modified Date : 14/02/2018
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Scenario:

After applying Cumulative Patch 2 (i.e. CUM#2, CP2) for CA Service Desk Manager (CA SDM) 12.7,  which includes the solution to problem USRD 2636, when a user who is logged into a CA SDM server clicks the Export button, nothing happens.  The behaviour is the same with all web browsers: clicking the Export button does nothing. Cumulative patch #2 seems to be responsible for the issue.

The $NX_ROOT\NX.env, on both the CA SDM primary server and the secondary server, contains the following two statements:

  @NX_SERVLET_SERVER_URL=http://SDMPRIM:8080

  @NX_LOCAL_SERVLET_SERVER_URL=http://SDMSEC:8080

In the above sample statements, SDMPRIM represents the hostname or the IP address of the CA SDM primary server; SDMSEC represents the hostname or the IP address of a CA SDM secondary server.

The secondary is within a DMZ and the primary is within a datacenter LAN.  The connection between the two servers is very limited and based on "needed ports only" - that is, all ports are blocked, unless specifically needed.  Access to the CA SDM secondary server within the DMZ is behind an F5 ASM firewall appliance.  Nothing changed on network/Firewall/F5 level between the time that the Export was working before CUM#2 was applied and after the time that Export was tried afterwards.

Resolution:

  Change the following statement in the NX.env of the CA SDM Secondary server:

  @NX_LOCAL_SERVLET_SERVER_URL=http://SDMSEC:8080

  to:

  @NX_LOCAL_SERVLET_SERVER_URL=http://SDMPRIM:8080

Manually updating the NX.env file is not recommended.  Please consider using the following commands to update both the NX.env file and the corresponding template file, $NX_ROOT\NX.env_nt.tpl:

  pdm_options_mgr -a pdm_option.inst -s LOCAL_SERVLET_SERVER_URL -v http://SDMPRIM:8080

  pdm_options_mgr -a pdm_option.inst -s LOCAL_SERVLET_SERVER_URL -v http://SDMPRIM:8080  -t

After making the change to the NX.env file, stop the CA SDM service on the primary server and then stop the service on the secondary server (be sure to follow that sequence). Next start the secondary server service and then the primary server service.

 

Explanation:

If NX_LOCAL_SERVLET_SERVER_URL variable is defined, the Export request goes go to the specified URL.  If NX_LOCAL_SERVLET_SERVER_URL variable is not defined, the request goes to the URL specified in the NX_SERVLET_SERVER_URL statement. 

The two environment variables are applicable for both the CA SDM Primary server and the CA SDM Secondary server(s).

In the above scenario, NX_LOCAL_SERVLET_SERVER_URL originally referred to the CA SDM Secondary server which has a F5 firewall, which is blocking the export request from the CA SDM Secondary server.

The associated problem/solution in Cumulative patch 2 is USRD 2636.