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Problems Viewing Info Request Tickets in Unified Self Service (USS)

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  • 1.  Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-18-2018 01:47 PM
    Good afternoon, Community
    We have SDM suite 14.1 and in this case you have to log in to Unified Self Service (USS),
    I want to see the pending tickets or requests and the following scenarios are given:  In Mozilla Firefox: the page is displayed correctly. In Internet Explorer: The page is not displayed correctly. In Google Chrome: The page is not displayed correctly.

    Mozilla Firefox:

     

     

    Google Chrome:

    Internet Explorer:

     

    Another user on another PC logged in with the same user:  In Internet Explorer: the page is displayed correctly. In Google Chrome: Not all the information is displayed on the page. In Mozilla Firefox: He doesn´t have it.  Why does this scenario happen and how can it be solved? Thank you very much in advance.

    Regards

    Carlos Ramirez

     

    In Spanish:

     

    Buenas tardes Comunidad,

     

    Se tiene la suite 14.1 de SDM y en este caso se tiene que cuando inicio sesión en Unified Self Service (USS), quiero ver los tickets o solicitudes pendientes y se dan los siguientes escenarios:

     

    En Mozilla Firefox: Si se muestra la página correctamente.

    En Internet Explorer: No se muestra la página correctamente.
    En Google Chrome: No se muestra la página correctamente.

     

    Otro usuario en otra PC logueado con el mismo usuario:

    En Internet Explorer: Si se muestra la página correctamente.
    En Google Chrome:   No se muestra toda la información en la pagina.
    En Mozilla Firefox:     No lo tiene instalado.
    Porque sucede este escenario y como se puede resolver?
    Muchas gracias de antemano.
    Saludos
    Carlos Ramirez


  • 2.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-19-2018 08:28 AM

    carlosgrv 

    What patch level is your SDM and USS installs?



  • 3.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-19-2018 11:21 AM

    I obtained this information from SDM


    ---------- server.HIS
    [Wed Jan 27 03:42:06 2016] - PTF Wizard created this history file.
    [Wed Jan 27 03:43:23 2016] - PTF Wizard installed RO86155 (USRD)
    [Wed Jan 27 03:46:13 2016] - PTF Wizard installed RO86157 (USRD)
    [Wed Jan 27 03:47:28 2016] - PTF Wizard installed RO86160 (USRD)
    [Wed Jun 21 13:50:00 2017] - PTF Wizard installed T52Y630 (USRD)
    [Fri Jul 07 13:32:21 2017] - PTF Wizard installed T5U3500 (USRD)



  • 4.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-19-2018 09:12 AM

    Carlos,

     

    If you open your browser console on the 2 browsers where its not working, it might show some errors about mixed content or something similar that's forcing your browsers not to show the content.

     

    I see that the USS URL is on HTTPS.  In USS -> Settings -> Datasources -> Service Catalog,  the Catalog URL there is that HTTP or HTTPS?

     

    _R



  • 5.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-19-2018 10:50 AM

    Thanks for answering my doubt. Yes, some errors appear in debug mode.

    With respect about de URL, we use https. I did the homework and here it is the evidence:

     

     

    Thanks for the help you can give me back.

     

    Regards,

    Carlos Ramirez



  • 6.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-19-2018 11:04 AM

    carlosgrv 

    What errors are you seeing in IE and Chrome via the Web browser console?



  • 7.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-19-2018 11:45 AM

    Here are the errors I get from the browsers:

     

     

    Failed to load resource: net::ERR_CERT_AUTHORITY_INVALID

    Uncaught TypeError: Cannot set property 'innerHTML' of null at myrequest-catalog:3211

    Failed to load resource: the server responded with a status of 404 (Not Found)

     

    SCRIPT5007: No se puede establecer la propiedad 'innerHTML' de referencia nula o sin definir



  • 8.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-19-2018 12:10 PM

    Thank you.

     

    So basically both certificates are being deemed invalid by your browser to start with. that's why the behavior.

     

    Do this. Close all browsers.

    1) go to Catalog SSL URL first. I think you'll get a cert warning, accept it and go to Catalog home page

    2) now got to USS URL.  you'll get another cert warning. accept it. 

     

    Now you should see Catalog content properly in USS

     

     

    This is happening because the browser is making sure the certs are accepted as valid exceptions

     

    If these are vendor issued certs, then make sure you are accessing the URLs for USS and Catalog using the correct server names for which the certs were given  (example:  https://realservername.company.com  is not same as  https://realservername )

     

    _R



  • 9.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-22-2018 01:51 PM

    Good day Raghu,

     

    Thanks for the answer, i did what u told in Chrome navigator and the results are:

    1. I got in first to the SC web page first and logged in succesfully.

    2. Then I went to USS web page and logged in and go fine but when is loading the information, the page ask me again for authentication of SC in order to load embedded SC ticket's information

     

     

     

    So, the navigator still asking for corrects certificates and updated.

    Why the error continues??

     

    Regards,

    Carlos Ramirez 



  • 10.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)
    Best Answer

    Posted 10-22-2018 04:05 PM

    Basically both server names are different and are considered as invalid certificates until you accept the certificate exception manually against both URLs first.

     

    Then only you can access them properly.

     

    _R



  • 11.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-22-2018 12:41 PM

    carlosgrv 

     

    Did you have a chance to try the solution proposed by Raghu.Rudraraju ?

     

    If so, did it resolve the issue?



  • 12.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-22-2018 01:59 PM

    No, it didn´t work out Paul. Because the second site (USS) is still asking for the credentials of the first one (SC) and the certificates are updated.

     

    Regards

    Carlos Ramirez



  • 13.  Re: Problems Viewing Info Request Tickets in Unified Self Service (USS)

    Posted 10-25-2018 10:25 AM

    carlosgrv 

     

    As Raghu.Rudraraju indicated, since both server names are different, they are considered as invalid certificates until you accept the certificate exception manually against both URLs first

     

    Please manually accept the certificate exception for each URL and see if the issue persists