Service Desk tickets open twice in IE.

[Legacy User]

Service Desk Manager is allowing us to have a ticket open twice in IE. Enter the Incident number in the Go window for an Incident that was already opened. This resulted in having the same ticket opened in 2 windows.  We are using the User Group enhancement Req/Inc/Prb Go Resource.  This issue started when we upgraded to 14.03.  Has anyone experienced this and/or have a fix?

[Paul Coccimiglio]

Alexis.........

 

Please provide some additional details:

 

1.  Does the behavior occur with different browser types (i.e. FireFox or Chrome)?

2.  Exact steps to reproduce behavior

[Alexander Perretti]

Paul,

 

I had discussed this issue with Alexis previously. They are using the fairly popular customization detailed here:

 

http://www.servicedeskusers.com/Search_Requests,_Incidents,_and_Problems_Simultaneously_for_Ticket_Number. 

 

For some reason in 14.1 with Cumulative 3 it opens a new window each time you search with the Go button, even if the window is already open. This didn't happen in earlier releases. I assume some additional changes may be needed to the code to get this to function again.

[JEROME MAYER]

well this old customization is not valid any more in 14.x

You still need the schema modification with the extra factory however there is no need to customize the gobtn.htmpl form anymore.

create a factory.mod file with the content below and place it in your site/mods/majic folder:

 

//New factory to display all cr in list disregarding cr type

OBJECT cr {
FACTORY z_cr_all{
DOMSET template_list "template_name" "" DYNAMIC ;

DOMSET zcrall_list "open_date desc, ref_num desc" "" STATIC;

STANDARD_LISTS {
SORT_BY "open_date DESC, id DESC, status, priority DESC, ref_num" ;
MLIST OFF ;
RLIST OFF ;
};

REL_ATTR persistent_id ;
COMMON_NAME ref_num ;
FUNCTION_GROUP "call_mgr" ;
} ;
};

 

Then create a web form like below:

 

 

 and add it to the GO resources tab of the corresponding roles you would like to have this function.

 

 

Hope this help.

/J

 

P.S.: of course don't forget to remove all your previous customizations

[Paul Coccimiglio]

Alexis.........

 

Please try the suggestion by Jerome and reply back with the results