17.2.03 Online Help in SDM not working

[Peter Schmidt]

Hi,
I don't since when, but under 17.2.03 German online held is not working:

Hilfe (help) shows empty window:

Any idea why docops/techdocs is not called?

Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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[Karen Matoke]

Hi Peter,
The issue is currently being worked on by the documentation team under DE51562. 

It seems to have occurred after moving the online documentation from docops to techdocs.  

We apologize for the inconvenience.
Regards,  Karen

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2.html

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Broadcom
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[Peter Schmidt]

Hi Karen,
thanks for information.
Is there any workaround that I could put to std_head.js or detail_help_set.htmpl or others?

Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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[Karen Matoke]

Hi Peter, I had checked and it seems that a work-around was not investigated. Regards,  Karen

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Broadcom
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[Ruben Co]

Hi Karen,

We have the same issue though on 17.1.02.
Is it really necessary to upgrade to the latest version to have support for this issue?
We already have a case on it and this is what we have been told.

Regards,
Ruben

[Karen Matoke]

Hi Ruben, An upgrade will not help. The fix to the issue is not expected to involve a code fix in the product. The root cause and solution is within the broadcom infrastructure and so it is impacting broadly (i.e. all environments). Docops team is working on this at high priority. Regards, Karen

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Broadcom
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[Derek (Chun) Li]

Hi Peter,
If you login Service Desk in IE, click the Help >Help or Help on This Window.
IE would open with error "This content cannot be displayed in a frame". On the Window has What you can try: "Open this content in a new window" link. If you click on it, the corresponding help page would display.
Chrome and Firefox would not have this work-around.
Regards,
Derek

[Ricardo Voelcker]

Derek, Karen, I hope Docops team are also working in language combo near version combo. When change from english to portuguese, it lose one slash in URL.

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[Designation]
Analista de Sistemas
Tribunal de Justiça RS
[City] Brazil
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[Derek (Chun) Li]

Hi Ricardo,
Currently, the docop team has the reported problem with SDM English.
Open support case to report the problem you encounter with detail URL and reproduce steps. The docop team needs to look into it via support case. 
Regards,
Derek

[Peter Schmidt]

Hi Derek,
in IE (Win10) there is no option for clicking "Open this content in a new window".
I tried all available browsers.

Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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[Derek (Chun) Li]

Hi Peter,
My colleague reported 17.2.0.3 (RU3) should not have this problem in Help >Help or Help on This Window in SDM English. Since you're on SDM 17.2.0.3 German, the problem can relate to Language portion. Please open support case with us.
Regards,
Derek

[Peter Schmidt]

Hi Derek,
as Karen wrote:
      The issue is currently being worked on by the documentation team under DE51562
there shouldn't be another CASE neccessary.
AND
DE51562 is not listed as solved for 17.2.03 or 17.2.02.

Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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[Peter Schmidt]

Hi Derek,
what's wrong?
To Ricardo you answer:
    Currently, the docop team has the reported problem with SDM English
To me you write:
    My colleague reported 17.2.0.3 (RU3) should not have this problem in Help >Help or Help on This Window in SDM English
    Should be German problem?

Do we have a defect for it (DE51562) or not? Is it an English or a German problem?

Please help us, because we are your customers.

Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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[Karen Matoke]

hi Peter,
I added a note to both DE51562 (and DE51726) for the engineering team, requesting review of this communities posting, in particular regarding non-English language.

Regards, Karen

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Broadcom
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[Peter Schmidt]

Hi Karen,
many thanks for your support.
As Derek requested, we have created a case (20106143) for it.

Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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[Karen Matoke]

Thanks Peter. As you know, the tracking ID / Defect for the issue associated to your case is DE51845.

Regards,

Karen

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Broadcom
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[Derek (Chun) Li]

Hi Peter,

DE51562 reported "SDM 17.1 and 17.2 prior to RU3 got "This content can't be displayed in a frame" when click Menu "Help on This Window" in SDM UI".
In other words, SDM 17.2.0.3 does not have this problem according to DE51562 description.

When you stated in this community discussion using 17.2.03 German, DE51562 address prior to 17.2.03. It also have "Open this content in a new window" in IE. You replied in IE did not have "Open this content...". The different is 17.2.03 German while the DE51562 is no mention language at all. It would be English. It is why open a support case to address it. It would specific look at your problem on SDM 17.2.03 German.

At the same time other user, Ricardo, stated in the discussion "change from english to portuguese, it lose one slash in URL". Definitely, the DE51562 does not address changing English to Portuguese in the documentation site. Instead of keep on discussion in community. Open individual support case to address one by one. It will be better in tracking purpose.

Regards,
Derek