CA Service Management

 View Only
  • 1.  SDM 12.9 & IE8 Attachments - do they work for you?

    Posted Aug 29, 2014 04:31 AM

    Hello Everyone,


    Reaching out to the SDM Community to see if anyone can confirm this scenario?

    You'll need to be on Service Desk Manager 12.9, preferably using Cumulative Patch 1, and the test is whether there is an issue when uploading Attachments when using the Employee interface on Internet Explorer 8.


    If someone could verify that scenario for me, that would be great! Appreciate it. (I've tried it here . . . works for me . . . but after some verification because a vanilla lab box is not quite the same as a real world test.)


    To repeat the test:

    • Must be SDM 12.9.
    • Preferably be Cumulative Patch 1.
    • Must use the Employee interface.
    • Must use Internet Explorer 8.


    Add an Attachment, and do you see these message?

    "Object expected std_head.js Line:14022"

    Javascript std_head.js error.png

    Note. The Attachment attaches, and is able to be opened. But there is an error message during the upload.

    This error message is only seen for a client using IE 8 and no other browser.


    Any confirmation - for or against - would be much appreciated!


    The file by the way is a standard one provided by CP1 and the "std_head.js" has not been customised by the client in /site/mods.


    Thanks, Kyle-R.


    EDIT:  Or if you have any other suggestions on the above, that would also be appreciated.


    The code at this point is:


    if ( typeof lID == "object" )

    lId = lID[0];

    var btn = imgBtnArray[lID];

    if ( btn.enabled ) {

    if ( typeof btn.obj == "string" )

    btn.obj = document.getElementById(btn.obj);

    try { btn.obj.focus(); } catch(e) {}

    eval( btn.func );                      <<<<< Line 14022.


    return false;


  • 2.  Re: SDM 12.9 & IE8 Attachments - do they work for you?
    Best Answer

    Broadcom Employee
    Posted Aug 29, 2014 11:03 AM



    SD 12.9 CUM#1

    IE 8.0.6001.19154

    Employee Role


    Attachment IS successful – no error received.

  • 3.  Re: SDM 12.9 & IE8 Attachments - do they work for you?

    Posted Aug 31, 2014 09:37 PM

    Thank you for testing and confirming for me, Paul.

    (And everyone else who viewed the thread.)


    That's a great help. Means that I have a different problem now to understand  , but still that shuts down one avenue which is always a good thing.



  • 4.  Re: SDM 12.9 & IE8 Attachments - do they work for you?

    Posted Sep 01, 2014 09:39 PM

    Hello Everyone,


    Just to close out this post with a resolution to the error, it was caused by attempting to upload a single corrupt file.


    All of the users were testing with the same test file. But extending the test showed that any other file of same extension type worked fine.

    The consultant quickly identified this issue, once onsite and could view the users' testing.


    Interesting that it only failed on IE 8 and not the other browsers.


    Thanks, Kyle_R.