If IIS is used as the primary CA Service Desk Manager (CA SDM) web server, how do I open EML attachments as emails and not as HTML documents from the CA Service Desk Manager interface?

Document ID : KB000027536
Last Modified Date : 14/02/2018
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Introduction

Out of box, EML attachment files will be opened as HTML documents from the CA Service Desk Manager (CA SDM) web interface.

This document explains how if IIS is used as the primary CA SDM web server, IIS can be configured so that EML attachments are opened as emails.

Question

If IIS is used as the primary CA Service Desk Manager (CA SDM) web server, how do I open EML attachments as emails and not as HTML documents from the CA Service Desk Manager interface?

Environment

CA Service Desk Manager 12.x and 14.1

IIS (6.x, 7.x or 8.x) CA SDM Web Server

Windows

Answer

IIS will need to be configured to add a HTTP header for the CAisd app.

 

If IIS 6.x is installed on the CA SDM server, follow these steps:

1. From IIS manager, right click on CAisd app and choose property

2. On property window, under HTTP Headers, click on Add button

3. Enter "Content-Disposition" as header name, "attachment" as header value and click on OK

4. Close the CAisd app property window

5. Restart IIS service, CA SDM service and clear web browser cache

 

If IIS 7.x or 8.x is installed on the CA SDM server, follow these steps:

 

1. From IIS manager, double click on HTTP Response Header from the Features View of the CAisd app

2. Click on Add ... from Actions panel

3. Enter "Content-Disposition" as name, "attachment" as value and click on OK

4.  Restart IIS service, CA SDM service and clear web browser cache