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Help button not working in 14.3

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  • 1.  Help button not working in 14.3

    Posted 05-04-2017 03:20 PM

    We have upgraded CA PPM from 14.2 to 14.3.

    The upgrade is successful, but Help button has stopped working. When we click on it, nothing happens.

     

    Please let me know how it can be corrected.



  • 2.  Re: Help button not working in 14.3

    Posted 05-04-2017 04:23 PM


  • 3.  Re: Help button not working in 14.3

    Posted 05-04-2017 04:27 PM

    We are getting below error in aap-ca.log while clicking on Help button:

    ERROR 2017-05-04 15:15:39,900 [http-nio-80-exec-8] osf.HelpService (clarity:jobrun:30552456__EECB13EA-BA3B-4BA9-835D-E43821457249:odata.GetHelpUrl) Error occurred while retrieving Wiki Help Url. org.apache.http.conn.HttpHostConnectException: Connect to docops.ca.com:443 [docops.ca.com/52.22.177.0, docops.ca.com/34.206.209.71] failed: Connection timed out: connect



  • 4.  Re: Help button not working in 14.3

    Posted 05-04-2017 05:15 PM

    Does your system block access to the docops server where the help content is?

    If not open a case with CA support.



  • 5.  Re: Help button not working in 14.3

    Posted 05-05-2017 02:34 PM

    I got the solution.

    Problem was that help URL was not accessible on the server, may be due to some firewall or something.

    Working with N/w team to fix it



  • 6.  Re: Help button not working in 14.3

    Posted 05-08-2017 02:25 AM

    Please check the following section in the Upgrade notes for 14.3:

    Release 14.3 Updates (On Premise) - CA PPM - 14.3 - CA Technologies Documentation 

     

    This lists two workarounds of the new documentation update if you do not have installed patch 8 for 14.3. As you have already seen, your server needs access to certain URLs to access the documentation.



  • 7.  RE: Re: Help button not working in 14.3

    Posted 11-01-2019 03:02 PM
    Hi,
    Can you guys please elaborate on "server needs access to certain URLs". Which directory contains the URL for help button and how to give access of the URL to server?


  • 8.  Re: Help button not working in 14.3

    Posted 05-08-2017 01:50 PM

    We had the same problem.



  • 9.  Re: Help button not working in 14.3

    Posted 05-08-2017 02:57 PM

    Just wondering again...

    Did you click



  • 10.  RE: Re: Help button not working in 14.3

    Posted 11-02-2019 03:20 AM
    @Anon ​
    I tried the community sandbox and in the Classic UI there seems to be a problem as does not go anywhere.
    In the New UI it goes where it is supposed to

    https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/clarity-project-and-portfolio-management-ppm-on-premise/15-7/using/getting-started-with-the-new-user-experience/new-user-experience-create-open-and-view-projects.html

    That is outside any customer network.
    In order to access that the server needs to have access to it.
    It does not matter which directory does contain that it is a network access issue.
    Talk to your network administartor if that is allowed and accessible in your environment.
    There has been a lot of discussion about this. Some companies just do not allow access from the Clarity server to outside URL's


  • 11.  RE: Re: Help button not working in 14.3
    Best Answer

    Posted 11-03-2019 02:30 AM
    Hi All

    We have changed our documentation platform from docops to techdocs and due to that if you are on on premise customer you will need to execute a command documented in the article to get it working https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=134770

    If you are on premise customer then we have taken care of this but if you are facing this issue in on demand please do let me know

    Regards
    Suman Pramanik

    ------------------------------
    Thanks & Regards
    Suman Pramanik
    Principal Support Engineer | Customer Success & Support, Enterprise Software Division
    Broadcom
    ------------------------------



  • 12.  RE: Re: Help button not working in 14.3

    Posted 11-03-2019 05:46 AM
    Just wondering again...
    Just tested that in 15.7 upgraded from 15.6 and where the actions described in the TECDOC have not been taken separately and had no problems.
    Are those actions performed from some version on in fresh install?
    The TECDOC says this applies to 15.x and above.
    What about the versions below that?
    The poster Anon does not tell his or her version.

    The name of the TECHDOC is

    Clarity PPM learn link

    while it is actually about Help link.



  • 13.  RE: Re: Help button not working in 14.3

    Posted 11-04-2019 05:22 AM
    Hi Martti

    Thanks for the feedback on the document i have corrected the same. This is not required in 15.7 as it was taken care automatically in 15.7 but other versions it needs to be done what is there in tec doc

    ------------------------------
    Thanks & Regards
    Suman Pramanik
    Principal Support Engineer | Customer Success & Support, Enterprise Software Division
    Broadcom
    ------------------------------



  • 14.  RE: Re: Help button not working in 14.3

    Posted 11-04-2019 09:05 AM
    Thanks Suman