Unable to work ServiceDesk ticket, Smart Tasks exist but nothing happens when you click on them

Article:TECH154186  |  Created: 2011-02-24  |  Updated: 2012-08-14  |  Article URL http://www.symantec.com/docs/TECH154186
Article Type
Technical Solution

Product(s)

Issue



The use of special characters in the title of an incident results in anyone being unable to work a ServiceDesk ticket. Additionally, the use of the : or > characters results in no task being associated to an incident ticket which results in the incident ticket becoming orphaned.


Error



No error is displayed within the ServiceDesk logs. However, the following Javascript error is thrown:

 

Webpage error details

User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; WOW64; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729)

Timestamp: Fri, 8 Jun 2012 07:19:16 UTC

Message: Unterminated string constant

Line: 843

Char: 339

Code: 0

URI: https://sq-sd71sp1.epm.sydlab.veritas.com/ProcessManager/Portal/Template66_33.aspx?PageID=e21769a7-b6fb-4725-8963-7752d33feb88&ReportSessionID=638f0416-19f4-4ee3-81d3-a573354797d8&notabs=1&ReturnJScript=__doPostBack(%22ctl00%24WebPartManager1%24wp409527971%24_postbH%22%2c%22RefreshGrid%22)

 

 


Environment



ServiceDesk 7.x


Cause



The use of special characters within the title of a incident results in an incident being unable to be worked by anyone. Additionally, the use of the ':', '<' or '>' special characters results in no task being associated with the incident ticket.


Solution



To resolve this issue you need to modify the SD.Feeder.GeneralIncidentSubmitForm and SD.Feeder.TechnicianForms workflow projects to filter out the offending special characters before the creation of the incident ticket. Please download the attached PDF and implement the steps outlined.


Attachments

How To Filter Special Characters.pdf (328 kBytes)


Article URL http://www.symantec.com/docs/TECH154186


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