Attachments not passing if request is submitted from MyIT.

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    PRODUCT:

    MyIT Digital Workplace


    COMPONENT:

    MyIT


    APPLIES TO:

    Up to 1802



    PROBLEM:



    1. STEPS TO REPRODUCE:
     
    a)  Login to MyIT
    b)  Submit a request with attachment
     
    2. ACTUAL RESULTS:
     
    Receiving Error ““Service request was created with no attachments due to a server error” and attachment is not passed to request.
     
    3. EXPECTED RESULTS:
     
    Attachments should pass to Requests when submitting a request from MyIT and there should be no Error.

    This can occur with any attachment regardless of extension (even for extensions that are not included in the config.json file).
     


    SOLUTION:

    This is a known issue to fix the same please follow below steps,

       
    • Make backup on config.json file
    •  
    • Update the config.json in <MYIT_INSTALL_DIR>\Smart_IT_MyIT\ux\current\myitapp\scripts\app and remove “cmd” from the list of extensions and also may need to remove more extensions as newer version of config.json include "xls" and "xlsx"
    •  
    • Restart social
    •  
    • Restart tomcat
    •  
    • Clear browser cache or test in Private mode
      
    NOTE on 1802 Linux server the config.json used is not under current path, needed to update the file under the path below under previous.  
    /opt/bmc/Smart_IT_MyIT/Smart_IT_MyIT/ux/  previous/myitapp/scripts/app 
      

                    "restPrefix": "../", 
                    "support": { 
                                    "srAttachmentSizeLimit": 5 
                    }, 
                    "blockedAttachmentFormats": [ 
                                    "ade", "adp", "app", "application", "asp", "bas", "bat", "cer", "cgi", "chm", "cmd", "com", "cpl", "crt", 
                                    "csh", "csr", "dev", "dll", "drv", "exe", "fxp", "gadget", "go", "hlp", "hta", "htaccess", "htm", "html", 
                                    "htpasswd", "inf", "ins", "isp", "jar", "js", "jse", "jsp", "ksh", "lnk", "mdb", "mde", "mdt", "mdw", "msc", 
                                    "msh1", "msh1xml", "msh2", "msh2xml", "mshxml", "msi", "msp", "mst", "ocx", "ops", "pcd", "pcx", "php", 
                                    "php2", "php3", "pif", "pl", "prg", "ps1", "ps1xml", "ps2", "ps2xml", "psc1", "psc2", "py", "pyc", "rb", 
                                    "reg", "scf", "scr", "sct", "sh", "shb", "shs", "swf", "sys", "tcl", "torrent", "url", "vb", "vbe", "vbs", 
                                    "vbscript", "vbx", "vxd", "wmf", "ws", "wsc", "wsf", "wsh", "wss" 
                    ] 


      

     


    Article Number:

    000113347


    Article Type:

    Solutions to a Product Problem



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