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T5UG565

The document outlines issues with the Service Desk Manager 17.4 RU2 release, specifically regarding the inability to add personalized responses in the Manual Notify screen and the ScratchPad description not populating in ticket details. It provides detailed steps to reproduce the problems and instructions for applying a test fix, including server installation requirements and commands to execute. Additionally, it includes a procedure for backing out the test fix if necessary.

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ailton gabriel
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8 views3 pages

T5UG565

The document outlines issues with the Service Desk Manager 17.4 RU2 release, specifically regarding the inability to add personalized responses in the Manual Notify screen and the ScratchPad description not populating in ticket details. It provides detailed steps to reproduce the problems and instructions for applying a test fix, including server installation requirements and commands to execute. Additionally, it includes a procedure for backing out the test fix if necessary.

Uploaded by

ailton gabriel
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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PRODUCT: Service Desk Manager

RELEASE: 17.4
PRE Requisite : 17.4 RU2(GOL-168) + T5UG562

PROBLEM SYMPTOM: WIN- PERSONALIZED RESPONSE IN MANUAL NOTIFY & SCRATCHPAD

Issue #1: After installing 17.4 RU2, personalised Responses cannot be


added to the Manual Notify screen

Steps to Reproduce:

1. Ensure there is a personalised response created for a contact.


2. Login as contact in step 1.
3. Open any incident and click on 'Activities' -> 'Manual Notify'
4. In the Manual Notify popup screen opened, select a personalised
response.

Result: Personalised Response doesn't get added to the Manual Notify text
editor screen.

Issue #2: After installing 17.4 RU2, description added in scratchPad


window doesn't get populated
in the ticket detail page when clicking on the New button of ScratchPad
window.

Steps to Reproduce:

1. Login to Service Desk Manager as Administrator.


2. Click on 'View' -> Quick Profile'
3. Search for a contact and click the contact.
4. Provide a description in the scratch pad and click on New button.
Result:
The scracth pad description is not populated in the new ticket detail
page opened.

UPDATED ROUTINES:
---------------
detail_form.jscmp
detail_form.jssdk
freeaccess.spl
nf.htmpl_tagged
profile_browser.jscmp
profile_browser.jssdk
std_head.jscmp

PROBLEM RESOLUTION: Follow the instructions below:

SERVER INSTALLATION:
--------------------

1. This test fix requires CA Service Desk Manager r17.4 to be


installed.

2. For Conventional (Primary\Secondary) Configuration:

This fix must be applied on the primary server and all the
secondary servers. Install this test fix on a test or development
system first and test it before moving to production.

For Advanced Availability Configuration:

This fix must be applied on the Background\Standby servers and


all the Application servers. Install this test fix on a test or
development system first and test it before moving to production.

OR

This fix must be applied on the Background\Standby servers.


Install this test fix on a test or development system first
and test it before moving to production.

3. You must use an account with administrator privileges to install


this test fix.

4. Place received files for this test fix in $NX_ROOT\Patches


directory. The $NX_ROOT\Patches directory may not exist if this is
the first fix you are applying to your system. If it doesn't exist
please manually create it.

5. To apply this test fix:


- Run the following command:
APPLYPTF
- Select the first option:
Apply PTF to local or remote nodes
- Click Next.
- Click Browse and select $NX_ROOT\Patches\T5UG565.caz file.
- Leave all other options intact unless the node name is
incorrect.
- Click Next to install the fix.

6. Navigate to NX_ROOT/site/config.properties file and ensure the value


of resources.created parameter
is set to 0. (Ignore, If value is already has been set to 0)

Example : resources.created=0

7. Run pdm_configure

8. The installation of this test fix will automatically clear the


webengine cache.
To manually refresh the webengine cache, use the following
commands:

pdm_webcache -H
pdm_webcache -b

Note: If the files that are replaced during the patch application
process are not present, or not in the expected locations,
the patch may not apply properly. Please review the Applyptf
log file for additional information or contact CA Support
for assistance.

*********************************************************************
* To backout this test fix: *
*********************************************************************
1. You must use an account with administrator privileges to backout
this fix.

2. Shutdown CA Service Desk Manager server

3. To backout:
- Run the following command:
APPLYPTF
- Select the following option:
Backout PTF on local or remote nodes
- Click Next
- Enter T5UG565 in the first field
- Leave all other options intact unless the node is incorrect
- Click Next to backout the fix

4. Replace back your customized files if needed.

(OPTIONAL)
5. Run the following commands to refresh the webengine cache:

pdm_webcache -H
pdm_webcache -b

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