Service Desk Reports Tab displays a blank screen with no error when connecting via IIS.

Document ID : KB000009022
Last Modified Date : 14/02/2018
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Issue:

After selecting the Reports Tab in Service Desk two report titles are displayed but without any content there (SDM IIS URL was used for this case).  

The same would work fine if the SDM Tomcat URL is used (reports show up fine with content from CABI).

Environment:
SDM 12.9, 14.1, 17.0Integrated with CABI.
Cause:

In the browser console (F12) a 404 error related to "bo_work.html not found" may appear. 

Below URL may be similar to what the browser was trying to get:

GET /CAisd/html/bo_work.html?serSes=3%26ua%3DAWmaEx4Z............

With thousands of characters trailing after bo_work.html.

 

The root cause for this error is because out of the box IIS has Max URL length = 4098 bytes and Max Query length = 2048 bytes.

If there is a query string received by IIS with more than 2048 characters, it will throw a 404 error.

Resolution:

After verifying in the browsers console log that the Max Query length exceeds 2048 bytes, the web.config file in the location below will need to be modified on each SDM server to allow for a longer query. 

NXROOT\bopcfg\www\wwwroot 

 

By adding the following bold lines would allow for up to 3000 bytes in the Max Query length as well as Max URL length.

 

<configuration>

<system.webServer>

<security>

<requestFiltering>

<requestLimits maxQueryString="3000" maxUrl="3000" />

</requestFiltering>

</security>

</system.webServer>

 

</configuration>

 

Best practice is to limit the maxQueryString size as much as possible, to avoid any injunction attack. A value of 2500 or 3500 based on the requirement is recommended.

Once modified run an "iisreset" command to reset IIS and then the Reports tab in SDM should display data properly.

Additional Information:

Reference:

IIS: Changing MaxQueryString And MaxUrl

http://www.mytecbits.com/microsoft/iis/iis-changing-maxquerystring-and-maxurl