Page refresh

[Migration User]

We have created a new tab within Service Desk for our help desk analyst with just the web parts they specifically need based on the 33/66 template.  The page seems to have a 5 minute refresh built into it and is causing frustration as every time it refreshes it brings the IE window to the front and takes focus.  Doesnt matter what else is being used at the time IE will pop to the front - if the analyst is in IE using a different tab it will bring the service desk tab to the front.

I looked at the code and it appears to be some java script running a "heartbeat" function to refresh the page.  I tried editing the page to comment out the javascript only to discover that the heartbeat function is used quite extensively and is actually kind of important. :(

We've tried using different templates but they all seem to have this refresh built in.  Is there a way, within the configuration of the system, to turn off the page refresh?  I have each of the individual web part refreshing to get current data at the desired rate.  We dont need a full page refresh.

Thanks!

[Aryanos]

The refresh setting is in the webpart settings. Go to the webpart and at the Site Actions drop down at the top choose modify page. A orange lighting bolt will appear in on the webpart, click on it and Edit. A Refresh period section is there and set it to 0 and click ok.

[Migration User]

Thanks for answering Aryanos but I have turned off the refresh on all the webparts (set it to zero) and yet the page is still doing the same thing.

[Aryanos]

Sorry I should have known you tried that after re-reading your comment. We have created a Service Desk tab as well and created sub pages underneath that tab and I haven't noticed this or haven't been paying attention.

So you're saying if you're in a different browser tab doing something else and the Service Desk is open in another tab and refreshes it will go to that tab? I just want to know how to test it and see if it's happening with us as well.

[Migration User]

This is an issue and a real pain. It also affects the pages that load into an internal window rather than an external window such as the New Incident form. I have posted something in the Idea section about the refresh issue: http://www.symantec.com/connect/ideas/sd-71-stop-tickets-page-refreshing. Although the idea I wrote is a little different, the effects of the refresh cause a lot of things to get screwed up (report sorting, open windows close, browser tabs take focus and more.)

I haven't seen a fix for this yet so here's to hoping we can get some sort of fix soon.

[Migration User]

My apologizes for the delay in replying.

I'm actually glad to hear it is a known issue and (hopefully) something that is being addressed by Symantec.  We have moved the new incident form to a separate window because of this issue but the screen constantly taking focus is making me want to throw the computer against a wall :P

I'll keep looking at alternatives but if someone has already found a workaround I would love to hear about it!!

[toomas]

If the page that gets refreshed has Report web parts, there seems to be a problem with them refreshing the page (every 5 minutes) when they're not supposed to.

That's been reported and should get addressed in the next release.