CA Service Management

  • Private Community
 View Only

  • 1.  Knowledge Images Not Loading - Black X

    Posted Oct 02, 2015 03:35 PM

    After installing and configuring CA Service Desk Manager 14.1, we are attempting to test Knowledge by creating a document with just an image added.  We are storing our images on a network drive for which we've already setup UNC credentials for.  The upload is working correctly from the knowledge Document and we can verify that the image is in the network drive.  However, when we view the document, we just see a black X.  I have also ensured that our UNC credentials are setup for our EBR and Import/Export folders.  Is there something I'm missing with the UNC setup that might be causing this?

     

    I have verified that I can add an attachment to the same UNC path on an Incident and download and view this file.

     



  • 2.  Re: Knowledge Images Not Loading - Black X

    Broadcom Employee
    Posted Oct 02, 2015 04:07 PM

    Have you tried running the following commands:

     

    pdm_k_reindex -pl

    pdm_k_reindex -ml

    pdm_k_reindex



  • 3.  Re: Knowledge Images Not Loading - Black X

    Posted Oct 05, 2015 02:30 PM

    The system isn't recognizing pdm_k_reindex -pl, but the other two I have run and they do nothing.



  • 4.  Re: Knowledge Images Not Loading - Black X

    Posted Oct 05, 2015 03:05 PM

    this is not solution of original problem but we are using base64 images in our KD,

    easy to layout on personal PC, easy to modify on web.



  • 5.  Re: Knowledge Images Not Loading - Black X

    Broadcom Employee
    Posted Oct 06, 2015 03:13 PM

    Are the images available OK for Admin users in Service Desk ?  Or is it the same issue for all users?

     

    _R



  • 6.  Re: Knowledge Images Not Loading - Black X
    Best Answer

    Posted Oct 08, 2015 01:43 AM

    Hi,

    there is an T-Patch for this.

    You have to have 14.1.01 and need the to install T5U3375.

     

    PRODUCT: Unicenter Service Desk                      RELEASE: 14.1

     

    PROB #:  3269  FN: T5U3375FT: D33    DATE:04 Jun 2015

    STARTRAK PRODUCT NAME: USRD   (Star Problem Product)

     

    PROBLEM SYMPTOM: WIN-IMAGES ARE NOT VISIBLE IN KNOWLEDGE DOCUMENTS

                 ----------------------------------------------------
                 After applying the first set of published
                 cumulative patches of Service Desk Manager r14.1,
                 specifically the resolution to STAR problem USRD
                 2918, Images are not visible in Knowledge
                 Documents.
                
                  Steps to reproduce:
                
                  1. Create a Knowledge Document and insert an
                 Image in the resolution.
                  2. Open the Knowledge Document to view.
                
                  Result: The inserted image is not visible.
               

     

     

    Version 3.1.4 on WINDOWS/NT (patch RO65092) or 2.9.1 on

    UNIX (patch RO65092) or later of ApplyPTF must be

    applied prior to applying this PTF.