After adding a pdf file to an email that is used to generate a new incident, the resulting pdf file cannot be viewed in the Process view of the associated incident. It also cannot be viewed from Servicedesk's Document Manager either. An Adobe reader error message explains that the file is damaged or corrupted.
Issue has also been seen with InfoPath2007 documents and may affect other filetypes.
Stack Trace from attempting to view the corrupted file:
Error,Wednesday, January 19, 2011 4:33:44 AM,[docman] Error loading document
[docman] Client Host Information:
[docman] IP: 10.160.3.75
[docman] HostName: 10.160.3.75
[docman] Browser: Mozilla/4.0 (compatible; MSIE 6.0; MS Web Services Client
[docman] -- error.ToString() --
[docman] LogicBase.Framework.DataLayer.DataLayerException: Could not find
[DocumentType] where [Extension] Equal [NDA_-_athenahealth.pdf]
[docman] at LogicBase.Framework.DataLayer.DALProxy.ExecuteQuerySingleRecord
[docman] at LogicBase.Ensemble.Docman.ServiceCore.DocumentType.LoadByKey
(String key, String documentTypeID)
[docman] at LogicBase.Ensemble.Docman.ServiceCore.DocumentType.LoadByExt
It appears that the mail components that retrieve the email message and attachment are reading the attachment size incorrectly. The resulting file is larger than the original source file was.
Issue will be addressed in future version of Workflow/ServiceDesk. There is also an updated hotfix dll that will resolve the issue in current release.
To implement the updated hotfix dll.
Download the LogicBase.Components.Email.zip attached to this document to your Workflow/ServiceDesk Server experiencing the issue.
Extract the zip to the Desktop. Note the password on the zip is password.
Stop IIS on the server (iisreset /stop from a command prompt).
Stop the LogicBase2006ServerExtensions service on the server.
Using Windows Explorer browse to Program Files (x86)\Altiris\Workflow Designer\Shared\Components.
Backup the existing LogicBase.Components.Email.dll to a safe location.
Copy the new LogicBase.Components.Email.dll in, replacing the existing file.
Start IIS (iisreset /start from a command prompt).
Start the LogicBase2006ServerExtensions service on the server.