Pop-up Window in SDM Not Opening for Firefox

[Legacy User]

Hi Team,

 

I am using CA Service Desk 14.1. I have unchecked "Block pop-up windows" option in Firefox 31.0 version. Still I am unable to open any incident/request/contact/location in a new window by clicking on its link in search result. Because of this, I am unable to smoothly carry out functions like assigning location to a new/existing contact. Even though the pop-up is working in Chrome and Internet Explorer.

 

Kindly provide a solution for this issue.

 

Thanks & Regards,

Balram Singh Deswal

[J W]

I am not having this issue with Firefox ESR 38.5.2 against a SDM 14.1.02 release.

 

Does this occur for other sites other than SDM?

 

J.W.

[Legacy User]

Thanks J.W for your response.

 

I am able to open the requests from Employee role. But from Administrator role, I am not able to do so. My Firefox version is 42.0. All is working well when I access administrator role from chrome and IE.

 

What could be the possible reason for this?

[Legacy User]

It is working for out of the box list_xx.htmpl but not for customized. Customized are only working in Chrome and IE.

[J W]

Can you post one of the customized forms?  Please also include your specific 14.1 release as base forms may have been updated in the CP1 or CP2 updates.

 

J.W.

[Legacy User]

Thanks J.W.

 

I found that there was a tag <Base target="_top"> in the all the customised list_xx.htmpl forms. After removing this tag, it started working in Firefox now. We have migrated CA Service Desk from 12.6 to 14.1. So during customisation of forms, I kept that tag in the 14.1 forms and this was the reason behind this.

 

Regards,

Balram Deswal

[JussiValkonen]

This leads me to believe there is something wrong with the customized forms. In FF try hitting F12 (opens the developer console, closes with another F12 if needed) and open the "Console" view. Then navigate to where you expect to get the popup and see if you get any errors in the console when you click on the link you expect to pop up a window.

[Legacy User]

Thanks Jussi,

 

It was not showing anything in the console as the form was not allowing any action on clicking the link.

 

I found that there was a tag <Base target="_top"> in the all the customised list_xx.htmpl forms. After removing this tag, it started working in Firefox now. We have migrated CA Service Desk from 12.6 to 14.1. So during customisation of forms, I kept that tag in the 14.1 forms and this was the reason behind this.

 

Regards,

Balram Deswal

[JussiValkonen]

The issue coming from the <base> tag should show on the console. I know this for a fact as I faced the same issue years ago and we actually worked our way around that by using a Greasemonkey script to remove the tag on the fly from the DOM. But I'm glad you were able to resolve the issue

[Legacy User]

Ya may be I didn't check properly. I just opened all the customised list_xx.htmpl forms and found the code which was common in all. Then Googled on <base target="_top"> tag to find the root cause.

 

I will use the console feature appropriately from now onwards to find the root cause immediately:-)

 

Thanks!