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17.3 Service Desk - German online help does not work since 2020/11/17

  • 1.  17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 11-17-2020 08:07 AM
    Hi,
    seems that again changes in German tecdoc cause error in online-help.
    All help URLs answer with [].
    English tecdoc is rerooted, German not.

    When this will be corrected?
    Regards,
    Peter

    ------------------------------
    Senior Technical Consultant
    Fujitsu Services
    ------------------------------


  • 2.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 11-23-2020 02:11 AM
    HI @Peter Schmidt,

    Thanks for the update and letting us know the issue with Online Help.

    I am from the documentation team. Please let me know the specific pages that are not working at your end. ​I tested few Help pages and it's working for me.


  • 3.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 11-23-2020 03:11 AM
    Good morning Rajashree,
    no German help is working.
    The url sent by SDM is i.e.
    https://techdocs.broadcom.com/bin/gethidpage?hid=HID_CA_Service_Management_Home_Page&space=CASM173&format=rendered&language=DE
    Upper url does NOT work.

    If you now replace DE by EN in upper url it works for englisch help. What happens for Engölish url is:
    https://techdocs.broadcom.com/bin/gethidpage?hid=HID_CA_Service_Management_Home_Page&space=CASM173&format=rendered&language=EN 
    url is replaced by
    https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/CA-Service-Management-17_3-Release-Notes.html
    If you now Change us/en by de/de
    https://techdocs.broadcom.com/de/de/ca-enterprise-software/business-management/ca-service-management/17-3/CA-Service-Management-17_3-Release-Notes.html
    German help is shown.
    I think that there is missing an url-rewrite for German on help-site

    Regards,
    Peter


    ------------------------------
    Senior Technical Consultant
    Fujitsu Services
    ------------------------------



  • 4.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 11-23-2020 05:59 AM
    Thank you, @Peter Schmidt. I will have the AEM support team look into this and let you know how it goes.

    Regards,
    Rajashree​


  • 5.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 11-24-2020 02:29 AM
    Hi Rajashree,
    here an additional information.
    As we know, following url does not work:
    https://techdocs.broadcom.com/bin/gethidpage?hid=HID_CA_Service_Management_Home_Page&space=CASM173&format=rendered&language=DE

    BUT

    When you replace DE by lower case de ...  it works.
    So Url-rewrite should check for 'DE' not for 'de'

    Regards,
    Peter

    ------------------------------
    Senior Technical Consultant
    Fujitsu Services
    ------------------------------



  • 6.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 11-24-2020 03:20 AM
    @Peter Schmidt, yes, that's correct and that's what we found in our in-house testing. ​​We will need to ask AEM support to redirect Upper Case Language Code to lower case or what you have mentioned "URL re-write should check for Upper Case Language code and not smaller case. Upper case language Code help calls were working fine till last month or so.

    Thank you for your patience.


  • 7.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 11-25-2020 11:34 AM
    @Peter Schmidt, just an update on what we are doing to address this issue. Have opened a ticket with AEM Techdocs support to resolve the language code redirect issue (Upper case vs lower case). Have requested to expedite and find a resolution for this issue.  ​

    Thank you.


  • 8.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 11-26-2020 03:31 AM
    Hi Rajashree,
    you should escalate this, because no one all over Germany using SM 17.x can use help.

    Should be easy and fast to be corrected.

    Regards,
    Peter

    ------------------------------
    Senior Technical Consultant
    Fujitsu Services
    ------------------------------



  • 9.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 11-26-2020 03:45 AM
    @Peter Schmidt, thank you.  This issue has already been escalated. However, we are dependent on AEM Techdocs Support Team for correction to this issue.

    We have informed them via mail too that this issue needs to be resolved ASAP. ​


  • 10.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 11-26-2020 03:51 AM
    Hello Rajashree,
    thanks a lot,
    Peter

    ------------------------------
    Senior Technical Consultant
    Fujitsu Services
    ------------------------------



  • 11.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 12-01-2020 10:52 AM
    Hello Rajashree,
    anything new here?

    Still help is not working for all customers using German GUI.

    Regards,
    Peter

    ------------------------------
    Senior Technical Consultant
    Fujitsu Services
    ------------------------------



  • 12.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 12-02-2020 02:02 AM
    Hi Peter,
    Thanks for the information. We are working on resolving this issue as a high priority. Will update you once it is resolved.

    Thanks,
    Shashi Ramesh
    Technical Publication Manager


  • 13.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 12-04-2020 12:39 AM
    Hi Peter,

    We have corrected the Help issue. Please check and confirm. Help is working fine with both upper and lower case language codes.

    Thanks a lot for your patience. Appreciate it.

    Regards,
    Rajashree


  • 14.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 12-04-2020 01:06 AM
    Hello Rajashree,
    that's good news and I tried it at once.

    Hm ....
    It does not work for detail_*.htmpl-windows. Clicking 'help' or 'help on window' does not open browser-window. I checked this miss-behavior for Edge-chromium and chrome itself on 2 different customer sites.

    But the base-problem seems to be solved. It works for SDM-desktop and list_*.htmpl (convebtional gui).

    Could you please verify this?

    Many thanks,
    Peter


    ------------------------------
    Senior Technical Consultant
    Fujitsu Services
    ------------------------------



  • 15.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 12-04-2020 02:30 AM
    Sure, Peter. Will let know the AEM Support the same.

    Thank you for confirming the part that works.

    Have a good day!.


  • 16.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Broadcom Employee
    Posted 12-04-2020 04:55 AM
      |   view attached
    Hi Peter,

    The issue you are facing with help not working on all the detail pages could be due to a popup blocker. It might not have been evident because the popup blocker warning appears in the main screen. Can you try the following steps and check if this resolves your issue: 

    1. Go to any Details window and resize it so that you can see the main page, and click on the Help on this Window from Detail page. The popup blocker will show up on the main page as highlighted in the image below:
    2. Click on that and allow popups always.

    This should resolve the issue.

    Thanks,
    Shashi Ramesh
    Manager, Information Engineering 

     




  • 17.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 12-04-2020 05:03 AM
    Hi Shashi,
    that's it.
    Popupblocker has been the problem.
    Interesting browser-world .... ;-)
    Main-Window has no popupblocker-problem but child-window has ....hm

    OK ... allowing popup(s) solves the problem.

    Thanks and regards,
    Peter

    ------------------------------
    Senior Technical Consultant
    Fujitsu Services
    ------------------------------



  • 18.  RE: 17.3 Service Desk - German online help does not work since 2020/11/17

    Posted 11-26-2020 03:55 AM
    ​Hi

    Please de-tag me from this post/tread as you've tagged the wrong person.

    Thank you in advance.

    /Peter Schmidt