Configure SSL and FQDN for Service Desk

Document ID : KB000016463
Last Modified Date : 14/02/2018
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Introduction:

To configure SSL and FQDN for Service Desk. We can apply these two tecdocs, but need additional changes.

1/ Configuring SSL for Tomcat with CA Service Desk Manager TEC587823

2/ Configure Service Desk Manager to use FQDN or Alias TEC1903629

 

Question:

After implemented the two tecdoc tec587823 and tec1903629, attachment or export may not working.

What are the required changes for these features ?

Environment:
Service Desk 12.9 , 14.1 & 17Windows 2008 & Windows 2012
Answer:

1/ Requirement for SSL

tecdoc tec587823 is about the definition of certificate. After done, we need to change all variables pointing to http by https and change port 8080 to port 8443

 

2/ Requirement for attachment

Attachment try first to use the definition done in this screen shot

attach_servlet.png

 

If it is blank as this screen shot, it will use the UploadServlet on this location

NX_LOCAL_SERVLET_SERVER_URL

Because we want users use FQDN, make sure this variable is defined with the FQDN

after_pdm_configure.png

 

3/ Requirement t for export

Export call the servlet pointed by NX_LOCAL_SERVLET_SERVER_URL , this variable has to be turned to FQDN

 

Remark:

If attachment is working and not export, we may have the good definition of the UploadServlet in the server's config, but not in the NX_LOCAL_SERVLET_SERVER_URL

Additional Information:

pdm_configure do not modify all URL

- You may have to modify NX_LOCAL_SERVLET_SERVER_URL