Clarity Service Management

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Incident and Request Page is not showing properly

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  • 1.  Incident and Request Page is not showing properly

    Posted 02-14-2019 01:44 AM

    Hy Team,

     

    We are facing issue regarding removing by default selecting of analyst in creating  tickets.

    When we create new incident and request assignee is automatically selected as the person who is reporting the ticket.

    We want to remove it. We uninstall set_assignee from option manager and restart the services. Now when we open the new incident and request to check it shows the attached page and we cant do anything.

    Plz help 

     

    We are using CA SDM 17.1

     

     

     



  • 2.  Re: Incident and Request Page is not showing properly

    Posted 02-14-2019 02:22 AM

    Do you have any customizations in place for the Incident HTMPL form page (detail_in.htmpl) ? Looks like an error related to a customization.



  • 3.  Re: Incident and Request Page is not showing properly

    Posted 02-14-2019 02:24 AM

    it works fine before changing set_assignee to uninstalled 



  • 4.  Re: Incident and Request Page is not showing properly

    Posted 02-14-2019 02:43 AM

    yes we have customization in form



  • 5.  Re: Incident and Request Page is not showing properly

    Posted 02-14-2019 02:57 AM

    If you customized the form, then review your customization and see where the errors comes from - the Developer tools in the browser should show you any JavaScript errors and in the stdlogs files you can see if any errors are reported for the form.



  • 6.  Re: Incident and Request Page is not showing properly

    Posted 02-14-2019 03:50 AM

    Hi Bakhtawar,

     

    If you temporarily disable the customization (by renaming the form in the NX_ROOT\site\mods folder) and revert to the OOTB form, does the error\unexpected behavior still persists?

     

    ===

    Kind Regards,

    Brian



  • 7.  Re: Incident and Request Page is not showing properly
    Best Answer

    Posted 02-14-2019 04:24 AM

    Hi Bakhtawar,

     

    I don't get to see the same behavior if you uninstall the assignee option from Request-mgr options. I feel that your customizations might be tampering with the OTB functionality and you are seeing such behavior.

     

    Clear the browser cache once and check the behavior if not a restart of services. Let us know if this helps. 



  • 8.  Re: Incident and Request Page is not showing properly

    Posted 02-17-2019 11:55 PM

    Thanks to all 

     

    By clearing the cache we are able to see the proper incident and request page.