When trying to install Java Run Time Environment (JRE) from the CA Support Automation URL, the JRE install routes to an invalid location.

Document ID : KB000020998
Last Modified Date : 14/02/2018
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Description:

If a Support Automation (SA) analyst does not have the Java JRE installed on their workstation, the first time they access CA Support Automation they will receive a message stating:

"Analyst UI can't run without Java Runtime Environment (JRE) 1.6 or higher. Install JRE."

This message includes a link to download the Java JRE. Due to recent updates to the Oracle Java webpage, the URL will not route to a valid location.

Solution:

You can alter the "Install JRE" launch URL by performing the following:

  1. Login to CA Service Desk Manager with an Administrator account.
  2. Go to the Administration tab.
  3. Expand "Support Automation" and click "Property List"
  4. On the second page of the Property List is a property called:
    "system.SDM.analyst.JRE.Location"

Out of the box the URL is:

http://java.sun.com/webapps/getjava/BrowserRedirect?host=java.com

This URL no longer routes to a location to download the Java JRE client. We recommend to adjust the URL to:

https://java.com/en/download/

This new URL will bring you directly to the download page for the Java JRE client.

Note: Please make sure to use a version of the Java client that is supported for the release of Support Automation in use. Certain versions of Java may not be supported in all releases of Support Automation. Please refer to the Release Notes for more information on supported platforms.