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CA Service Desk export is not working on other pc's apart from server?

  • 1.  CA Service Desk export is not working on other pc's apart from server?

    Posted Jul 27, 2017 03:29 AM

    I have done new installation and i am accessible all the web operations but when i am clicking export list it is not functioning in client pc's?



  • 2.  Re: CA Service Desk import is not working on other pc's apart from server?

    Posted Jul 27, 2017 04:28 AM

    1. Check for the two variables below in NX.ENV file and see if the one defined in NX_LOCAL_SERVLET_SERVER_URL is accessible from client machine:
    @NX_SERVLET_SERVER_URL 
    @NX_LOCAL_SERVLET_SERVER_URL 

     

    2. Please review this document and check if its the issue: http://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.tec547013.html



  • 3.  Re: CA Service Desk import is not working on other pc's apart from server?

    Posted Jul 28, 2017 07:32 AM

    I did the change and restarted the sdm service, but it is same..?

    Please give other alternatives...!!!



  • 4.  Re: CA Service Desk import is not working on other pc's apart from server?

    Posted Jul 28, 2017 07:56 AM

    Hi Venkatesh,

     

    Few questions on this - first, what version of Service Desk are you currently running, and what cumulative patch level?   What operating system is service desk running on?  What browser is being used by the end user?  Have they attempted in different browsers to see if there is any different behavior.   Additionally, what actually happens when you click the export button?  Does it just not work at all, or does it throw an error?

     

    With this information, we can better help you on this one.

     

    Thanks,

    Jon I.



  • 5.  Re: CA Service Desk export is not working on other pc's apart from server?

    Posted Jul 28, 2017 08:05 AM

    Hi Venkat,

     

    In addition to the questions from Jon...

     

    Do you see the same behavior using all browsers (Chrome, IE, Firefox) from the user's end?

     

    Is there any notable error in the stdlog or pdm_tomcat.log?

     

    What is your current setup (Advanced Availability or Conventional)?

     

    Kind Regards,

    Brian



  • 6.  Re: CA Service Desk export is not working on other pc's apart from server?

    Posted Jul 28, 2017 08:25 AM

    Conventional and no errors i have observed so far. In server it is working fine i have done the recommended changes also. but no change. 

     

    Thanks,

    Venkat.



  • 7.  Re: CA Service Desk import is not working on other pc's apart from server?

    Posted Jul 28, 2017 08:09 AM

    what version of Service Desk are you currently running- 12.6 

    and what cumulative patch level - no pack's are updated 

    What operating system is service desk running on- windows server 2012 having ie 11

    What browser is being used by the end user- IE 11 only

    Have they attempted in different browsers to see if there is any different behavior.- yes different browsers and different systems also but same results

     Additionally, what actually happens when you click the export button?  Does it just not work at all, or does it throw an error? when clicking the export button it is getting disabled and after few seconds it is getting enable.

     

    Thanks,

    Venkat.



  • 8.  Re: CA Service Desk import is not working on other pc's apart from server?

    Posted Jul 28, 2017 08:19 AM

    Hi Venkat,

     

    There were several export related issues addressed in CUM1, CUM#2 & CUM#3 for Service Desk r12.6, which by the way is no longer supported. I would suggest applying these patches.

     

    Is there any reason you are working on a non-supported version and not upgrading to latest supported versions?

     

    Kind Regards,

    Brian



  • 9.  Re: CA Service Desk import is not working on other pc's apart from server?

    Posted Jul 28, 2017 08:27 AM

    Where can i find these updates. Can you give any document how to download and apply the patches.

    Thanks,

    Venkat.



  • 10.  Re: CA Service Desk export is not working on other pc's apart from server?

    Posted Jul 28, 2017 09:24 AM

    Hi Venkat,

     

    See below...

     

    1. How do I apply Service Desk patches using Applyptf? 

     

    2. I'm not sure r12.6 patches are still visible on Support Online, seeing that version is no longer supported but you can search the site.

     

    Kind Regards,

    Brian



  • 11.  Re: CA Service Desk export is not working on other pc's apart from server?

    Posted Jul 28, 2017 09:31 AM

    Hi Venkat,

    12.6 is no longer supported as Brian mentioned.  We highly suggest you upgrade to a supported version of the product so that we can better assist you. 

    Thanks,

    Jon I.