Customized Menu Bar Not Showing On Change Orders

[STUART MATTHEWS]

Hello,

I have a customized menu bar for a particular role. This menu bar is assigned to the Service Desk tab, and all Go resources. The customized menu bar, appears as expected when opening the main SDM page (Service Desk tab) and on Request, Incident and Problem tickets. However if I open a Change Order ticket, the default menu bar is displayed.

 

Any ideas on why the default menu bar appears for Change Order tickets ?

 

Thanks

Stuart

[Alexander Perretti]

Stuart,

 

Can you confirm what version of ServiceDesk you're using? The behavior you mention seems similar to USRD Problem 1014.

 

For 14.1 the fix should be included out of the box

For 12.9 the fix is included in Cumulative 1

For 12.7 the fix is included in Cumulative 2

For 12.6 the fix is included in Cumulative 3

 

If you have the patch level then you'll want to validate if you have a customized detail_chg.htmpl form, and if so if the customized form is based on the one from the cumulative.

[STUART MATTHEWS]

Thanks Alex, yes removing the detail_chg.html form fixed the issue, we are running SDM 12.9 Cumulative 1.

[Alexander Perretti]

Stuart,

 

Glad that helped. So any customization you have in the form will need to be manually merged into the newer version of the file to allow you to have both your customizations and the benefits of the fixes.

[Giedrius Bekintis]

Just run in to the same issue. Found that this is because CA tries to keep forms backwards compatible, and the issue may appear after migration to R12

 

// For R12, if it's using role, we use the menubar

// defined in the main form for the tab page.

<PDM_IF "${args.KEEP.use_role}" == "" || "$prop.menubar" != "">

    // For supporting pre-R12 HTMPL files, we still

    // include a hard-coded menubar file.

    <pdm_include file=menubar_${prop.menubar}.htmpl>

 

So i changed

<PDM_INCLUDE FILE=std_body.htmpl filename="Incident" key="$args.ref_num" menubar=sd > to

<PDM_INCLUDE FILE=std_body.htmpl filename="Incident" key="$args.ref_num">

 

and issue was solved