Help - Search - Members - Calendar
Full Version: Unable to save a ticket in Firefox 4.0
SDU Forum > CA Service Desk Manager > Bugs / Errors / Patches
cfviotti
I'm using SD version t11LOC21 of Unicenter, and Firefox 4 with the greasemonkey servicedesk fixer script
Everything is working fine, except for when I try to save a ticket. The button simply does not work. The same happens when I try to register a commentary in a ticket.
Some other functions which use the save button actually work, like changing status. But those other two have no response at all.

I've ran the firebug extension to see if I could find where this issue was coming from. It pointed me to an error in a function called "zsave". Here's what firebug reports me when I click the button:

---------
ztempo_alg is null
'mydomain'pdmweb.exe?SID=196803014+FID=8640+FACTORY=cr+PERSID=cr:1550025+OP=UPDATE+ACTIVITY_LOG_TYPE=
LOG+HTMPL=detail_alg_edit.htmpl+KEEP.POPUP_NAME=USD1339160504506
Line 367
if (ztempo_alg.value == "") {

---------

Here's the complete function for more info:
---------
function zsave() {
if ( document.getElementById("SET.time_spent") != "[object]" ) {
var ztempo_alg = document.getElementById("SET.alg.time_spent") ;
} else {
var ztempo_alg = document.getElementById("SET.time_spent") ;
} ;
if (ztempo_alg.value == "") {
if (confirm("Tempo da atividade não informado. Confirma?")) {
detailSave() ;
} else {
ztempo_alg.focus();
return ;
} ;
} else {
detailSave() ;
} ;
} ;

---------


Anyone has any idea why is this happening?
Does these code snippets help finding the problem at all? What else can I post here to understand this bug?

Thanks in advance.
cfviotti
Does anyone have any idea on this one?
Been more than a week since opening this thread sad.gif
Mitu
This seems like an error in a customization done locally - maybe ask the person responsible for that to fix it ? From what I can see, if the 'Time Spent' field is missing on the form, you'll get this error.
cfviotti
We're probably running an old version of USD. Guess that if we apply the CUMpatches or upgrade our version this could be fixed. But now I'm going into another bump... since I'm just an analyst for my company, I simply don't know how everything works.

Does CA charges the company for providing the newest version of USD, like upgrading from R11 to R12?
Can we experience problems in our current configuration of all Service Desk operations running USD after an upgrade or during one? What kind problems?
How can I get the correct number for my USD version? The only information I get of our version is in "Help/About Unicenter Service Desk", and it says "t11LOC21". Does that mean our version is R11.x or what?

I'm sorry for spamming so many questions, but my company simply can't provide me with correct information. It seems we don't have any real specialists for USD. :/
So I guess my only option is to post here, since all USD information is so scattered around the web. Simply cannot find the answers.

Thanks again in advance, hope you guys can help me out.
Mitu
QUOTE (cfviotti @ Jun 20 2012, 07:24 PM) *
....

Does CA charges the company for providing the newest version of USD, like upgrading from R11 to R12?
Can we experience problems in our current configuration of all Service Desk operations running USD after an upgrade or during one? What kind problems?
How can I get the correct number for my USD version? The only information I get of our version is in "Help/About Unicenter Service Desk", and it says "t11LOC21". Does that mean our version is R11.x or what?

Yes, you're running r11.x, most likely r11.2. It's not that old, but since april this year it's out of support.

QUOTE (cfviotti @ Jun 20 2012, 07:24 PM) *
I'm sorry for spamming so many questions, but my company simply can't provide me with correct information. It seems we don't have any real specialists for USD. :/
So I guess my only option is to post here, since all USD information is so scattered around the web. Simply cannot find the answers.

Don't worry, that's what this forum is for.
As for your original problem, you could try to disable the greasemonkey script first and see if you get any good results, if so you're maybe running into a compatibility problem and you can just disable greasemonkey on that page. Does the page work in IE ?
cfviotti
Yes, everything works just fine in IE, but USD runs EXTREMELY slow. We are actually oriented only to use IE so we may not experience any compatibility issues, but since I've tried using FF, I knew I had to get it working right, because It really runs smoother.

At first, Firefox gave me the problem with the "do_default" as reported on the pinned topic. So I ran the greasemonkey script and it started working fine, except for the save button when making a commentary or closing a ticket.
Tried disabling the script again and still no good with the save buttons.
This is a "lo-fi" version of our main content. To view the full version with more information, formatting and images, please click here.
Invision Power Board © 2001-2014 Invision Power Services, Inc.