Skip to content
CA Service Management - 14.1
Documentation powered by DocOps

How to Set Up the Attachments Library

Last update December 2, 2015

You can add different types of attachments to the various CA SDM entities. For example, a customer can attach a snapshot of an error to the incident. As an administrator, you set up the attachments library from where users can upload or download attachments.

Attachments can be classified, as follows:

  • Stored: The web server uses the HTTP protocol to upload and store the stored attachments in a repository. When an analyst reviews a stored attachment, the file is retrieved from the repository and the file is displayed locally. Utilizing a web server for file storage allows storage and retrieval from the user interface.
  • Linked: Stores only a link to the file in the database.

The following diagram shows how to set up an attachments library:

How to Set up the Attachments Library

Follow these steps:

Open CA SDM Web UI

Log in to the web UI from the following servers, depending on your CA SDM configuration:

  • Conventional: Primary or secondary servers
  • Advanced availability: Application or background servers

Choose the Repository

The attachments are stored in repositories and you required to set up the repositories before users can work with attachments. You can add as many repositories to best suit your organization needs. For example, you might add separate repositories to store the file attachments and images. You can also add folders to your repositories to further organize your files, then upload files to the appropriate locations.

All client interfaces can access existing repositories for the upload and download of file attachments except as follows:

  • Shared file repositories can be accessed only if the repository daemon is running on a computer that can access the shared file. The server name on the repository record (detail form) must be a Windows computer that has access to the share. A CA SDM repository daemon must also be running on the computer.
  • Download of zip files is based on when they were uploaded. Attachments from earlier releases are downloaded without unzipping them. Unzip the file on the client computer; otherwise, attachments that are uploaded from a client interface, are also downloaded without unzipping them. That is, the server unzips the file before returning it, during a client download request.

The distributed architecture lets a site configure their repositories according to their needs. The servlet for a repository does not have to reside on the same server as the attached files. Sites can have a central servlet to access all their distributed repositories or have a dedicated servlet for each of their repository servers.

Consider the following setups when configuring repositories:

  • Repository server on a protected CA SDM server -- Sites that designate a repository server on a protected CA SDM server behind the firewall do not need to expose the servlet on that computer. Rather, specify a servlet running on another CA SDM server or an unrestricted CA SDM server and still upload and download successfully to that repository. Depending on the network between the repository server and servlet server, some performance impact on the upload and download can occur. A good way to set up a remote repository is to install and configure another server with the repository on the remote server, and set the upload path to a local path. For more information, see the Setup a Repository on a Remote Computer topic.
  • Servlet on the same server as the repository server -- Sites that want the optimal performance for the attachment upload and download, and if the network performance is an issue and if very large files are being attached, should consider this setup. This approach requires exposing the Tomcat port (typically 8080) on the server and should be noted if the computer is behind a firewall.

CA SDM provides predefined repositories and also lets you create your own repositories to best suit your organization needs. Choose from the following options:

Setup a Repository on a Remote Computer

By default, the repositories are located on the following server, depending on your CA SDM configuration:

  • Conventional: Primary server
  • Advanced availability: Background server

The default repositories use both the servlet and the repository daemon (rep_daemon) from these servers. To create a repository on a remote computer you must install and configure the following servers, depending on your CA SDM configuration:

  • Conventional: Secondary server. The servlet runs on the primary server and the rep_daemon runs on the secondary server.
  • Advanced availability: Background server. The servlet runs on the application server and the rep_daemon runs on the background server.

In the advanced availability configuration, the rep_daemon runs on all the servers, by default.

In the conventional configuration, the rep_daemon runs on the primary server, by default and you are required to verify that the rep_daemon runs on the secondary server for this setup.

(Conventional configuration only) Follow these steps:

  1. Select System, Configurations on the Administration tab.
    The Configuration List page opens.
  2. Select the configuration for the secondary server.
    The Configuration Detail page opens.
  3. Click Additional Processes.
    The Additional Process List is displayed.
  4. Click Add Process.
  5. Select Repository Deamon as the Process.
  6. Click Save.
    The repository is set up on the secondary server.

Create a Repository

Depending upon your organization needs, you can have one large repository or several small ones. Moving or combining repositories is simple because all the attributes about a repository are defined in the repository record.

Follow these steps:

  1. Select Attachments Library, Repositories on the Administration tab.
    The Repositories page opens.
  2. Click Create New.
    The Create New Repository page opens.

    Note: If you are the service provider, select the appropriate tenant from the Create New Repository page. The public (shared) option makes the repository available for all tenants.
  3. Complete the Repository Fields as appropriate.
  4. Click Save.
    The repository is created.

    Note: To delete a repository, select Attachments Library, Repositories from the Administration tab, right-click on the repository, and select Delete. When you delete a repository, all files and folders within a repository are deleted as well.

Use a Predefined Repository

You can use a predefined repository (Service Desk or Knowledge or Images).You can edit a repository to best suit your organization needs.

Follow these steps:

  1. Select Attachments Library, Repositories on the Administration tab.
    The Repositories List page opens.
  2. Right-click the repository that you want to edit and select Edit.
    The Update Repository page opens.
  3. Edit the fields as appropriate. For more information, see the Repository Fields topic.
  4. Click Save.
    The repository definition is saved.

Repository Fields

The following fields are used to edit or create a repository.

Name

Specifies the name to uniquely identify the repository. For example, Incident Images repository can store all the images that are related to an incident.

  • Repository Type
    Indicates the type of content that is stored in the repository. For example, to store image attachments, select Images.
  • Default
    Indicates whether this is the default repository for the specified repository type. For example, when the user is creating the incident and user wants to attach an attachment to the incident, the default repository is displayed for the selection. You can only set one repository to default.
  • File Limit Size (KB)
    Specifies the maximum size of file, in kilobytes, that a user can upload to the repository.
  • Upload Path
    Specifies the full root directory path or the UNC path where files uploaded to the repository reside.
  • UNC Credentials
    Specifies the credentials to access the UNC path specified in the Upload Path field. Click UNC Credentials to open the Credentials Search page.
    • If you have already created the credentials to access the specified UNC path, search using the fields and select the credentials.
    • If you want to create the credentials, click Create New. For more information about creating credentials, see the Create UNC Credentials topic.
  • Background Services

    Note: The options for background server services appears only in Advanced Availability configuration.

    Specifies the background server services for the servlet path and rep_daemon.
    • None
      Indicates that the background server is not used for the servlet path or for the rep_daemon. If you select this option, enter the values for Servlet Server and the Repository Server fields.
    • Servlet Only
      Indicates that servlet is hosted on the background server. If you select this option, the Servlet Server field is auto-populated with Background Server value. Enter the value for the Repository Server field. If the background server shuts down and if the standby server is promoted as the new background server, the Servlet Server field is populated with the new background server value.
    • Daemon Only
      Indicates that the rep_daemon is running on the background server. If you select this option, the Repository Server field is auto-populated with Background Server value. Enter the value for the Servlet Server field. If the background server shuts down and if the standby server is promoted as the new background server, the Repository Server field is populated with the new background server value.
    • Servlet and Daemon
      Indicates that background server is used for the servlet path and the rep_daemon. If you select this option, Servlet Server and Repository Server fields are auto-populated with the Background Server value. If the background server shuts down and if the standby server is promoted as the new background server, these fields are populated with the new background server value.
  • Servlet Server
    Specifies the server where the servlet is running.
  • Repository Server
    Specifies the server where the rep_daemon is up and running.
  • Archive Type
    The archive and purge action to be taken on the contents of the repository.
    • None
      No archive and purge process is performed.
    • Archive and Purge
      The historic records are written to the file specified in the archive field and purged from the database.
    • Purge Only
      The historic records are purged from the database, but are not written to the archive file.
  • Archive Path
    Specifies the directory path or the UNC path to which files in the repository are moved during the archive process.
  • UNC Credentials
    Specifies the credentials to access the UNC path. Click UNC Credentials to open the Credentials Search page.
    • If you have already created the credentials to access the specified UNC path, search using the fields and select the credentials.
    • If you want to create the credentials, click Create New. For more information, see Create UNC Credentials.
  • Prohibited File Types
    The file extensions that users may not upload to the repository.

    Note: If the value in this field begins with an exclamation point (!), these file types are allowed in the current repository. For example, a value of jpg,gif in the list denotes that files with .jpg and .gif extensions are prohibited in the repository. However, a value of !jpg,gif denotes that only files with .jpg and .gif extensions are allowed in the repository.

Create UNC Credentials

You create the UNC credentials to allow users to access shared resources from the CA SDM servers using UNC path.

Important! The UNC component does not work when the CA SDM server is in the domain and the shared location is in the WORKGROUP. The UNC credentials that you use, must exist on the CA SDM server.

Follow these steps:

  1. Click the UNC Credentials in the General Setting page or select Security and Role Management, UNC Credentials on the Administration tab.
    The Credentials List page opens.
  2. Click Create New.
    The Create New Credentials page opens.
  3. Complete the following fields as appropriate:
    • Symbol
      Specifies the unique identifier to identify the credentials during a search easily.
    • Userid
      Specifies the username to access the UNC path. The user can be a local or domain Windows user having access to the Service Desk server.
    • Password
      Specifies the password to access the UNC path.
    • Active
      Specifies if the UNC credentials are active or inactive. The inactive credentials cannot be used.
  4. Click Save. 
    The UNC credentials are created.

Create a Folder

Folders are used to organize the documents in repositories. For example, you can create a folder Error Images under the Images repository. This folder can contain all the snapshots of errors messages that the user has encountered.You cannot create a folder for the Service Desk Attachments repository type.

Follow these steps:

  1. Select Attachments Library, Repositories on the Administration tab.
    The Repositories List page opens.
  2. Right-click the repository where you want to create the folder and select Add Folder.
    The Create New Folder page opens.
  3. Enter the name of the folder and a description of its contents.
  4. Select the Permissions tab and specify the appropriate access rights.
  5. Click Save.
    The folder is created.

Access Rights

You can add the following access rights to the folder in the repository:

  • Inherit from Parent
    Indicates that this folder has the same permission settings as its parent folder. This option is only displayed for sub-folders.
  • Control by Group
    Indicated the read or write access on this folder for specified groups. This option appears for all folders and sub-folders.
    • Grant Write Permission to Everyone
      Indicates that all users have write access to the folder.
    • Grant Read Permission to Everyone
      Indicates that all users have read access to the folder. Read permission indicates that you can view the folder, but you cannot edit, delete, or store files in it. Users with administrative rights can edit a folder even if their associated permission group cannot. If a user belongs to multiple permission groups with varying levels of access to the document, the user gets the highest available access level (for example, if one group has read-only access and the other write access, the user gets write access).

      Note: The Grant Read Permission to Everyone check box is automatically selected if you select the Grant Write Permission to Everyone check box.
    • Available Groups
      Displays all the groups. You can choose the groups from this list. For example, select a group and click > for Groups with Write Permission to provide read and write access to this folder for all the users in that group. Use Show Filter to specify criteria and filter the groups.

Add a File to a Folder or Repository

A knowledge administrator or a knowledge analyst can add a file to a folder or a repository. Ensure that you have an attachment library in place before proceeding.

Follow these steps:

  1. Select Attachments Library, Repositories on the Administration tab.
    The Repositories List page opens.
  2. Expand the repository, right-click the folder where you want to add the file, and select Add File.
    The Add File page opens.
  3. Click Browse to navigate to the desired file and select it.
  4. Enter a name for identifying the file, and a description, if necessary.
  5. Click Upload.
    The file is uploaded to the folder of the repository.

Was this helpful?

Please log in to post comments.

  1. Anonymous
    2015-09-28 08:21

    Can you please clarify:

    Important! The UNC component does not work when the CA SDM server is in the domain and the shared location is in the WORKGROUP. It also does not work when the administrator password for the CA SDM server and the shared location are different.

     

    Clarify in particular  the password note.

     

  2. J.W.
    2015-11-30 09:21

    Under 'Repository Fields'; the 'Background Services' fields will only appear if you are in Advanced Availability configuration.

    J.W.

     

    1. Madhuri Mishra
      2015-12-01 02:50

      Hi JW,

       

      i'll confirm this with the technical team and update the page.

       

      Thanks,

      DocOps Services Team

    1. Madhuri Mishra
      2015-12-02 04:36

      Hi JW,

      Added a note to the source space. It will appear when we next publish the content.

      Thanks,

      DocOps Services Team

  3. Karen Matoke
    2016-06-02 10:53

    Under the section titled "Repository Fields", within the explanations under the subsection titled "Background Services", it seems that "Background Server value" refers to the value of the "Attachment Servlet Path" of the Background server. By default, out-of-the-box, when Viewing the Server Detail, the value appears to be blank; when editing, the default value appears as: http://:/CAisd/UploadServlet . To set the value, replace and with the host name of the server and replace with the port. If the value is not explicitly set for both the Background server and the Standby server, then when the Standby server is switched to be the new Background server, CA Service Desk Manager may not be able to find the UploadServlet. May you please confirm this with engineering and make the appropriate clarification to this page?

    1. Karen Matoke
      2016-06-02 10:55

      In my original post, "http://:/CAisd/UploadServlet" should have been "http://host:port/CAisd/UploadServlet" but with the host and port within brackets. I am not sure why it did not print correctly. Trying again now: "http://:/CAisd/UploadServlet"

      1. Karen Matoke
        2016-06-02 11:03

        Another correction: "replace and with the host name of the server and replace with the port" should have said "replace host and with the host name of the server and replace port with the port" but the special characters are not appearing on this page.

  4. TOM ARPPE
    2016-11-17 09:27

    How about when the Upload servlet and repository is located on a secondary server behind a firewall? Must the Uploadservlet port e.g. 8443 be open between the primary and secondary server? i.e. are there any traffic between the primary and secondary server pertinent to an attachment if the user is logged in on the primary server?

    1. Rajashree Nair
      2016-11-22 03:29

      Thanks TOM ARPPE and Karen Matoke, Thanks for your patience, suggestions/queries. Our apologies for the delayed response. 

      We will update the page and keep you posted. 

       

      Regards,

      DocOps Services Team