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  • 1.  Cannot type required Response in order to Resolve an Incident

    Posted Mar 07, 2012 01:43 PM
      |   view attached

    Version: ServiceDesk 7.1.2

    Internet Explorer versions:

    IE 7 (7.0.5730.13CO)

    IE 8 (8.0.6001.18702)

    IE 9 (9.0.8112.16421)

    Issue: unable to insert cursor and type text into the required Response field in order to Resolve an Incident



  • 2.  RE: Cannot type required Response in order to Resolve an Incident

    Posted Mar 07, 2012 10:49 PM

    Rob,

    As I ran into this same problem, there is some information in this article (https://www-secure.symantec.com/connect/forums/sd71-cant-enter-text-resolution-field) that may have some insight.  As PeeGee asked me, are you able to edit the field in Firefox or Chrome?

    The support tech that I talked to originally tried to have me replace a couple of core DLL files, but the referenced KB he gave me in that case was not applicable for SP2 so we backed it out.  It was not until I was going through my 'mod' notes that I backed out my change to the server settings  in the Task Tray Tool that it worked for me.

    If this is not it in your case, I'd be interested in knowing what your resolution is.

    Steve



  • 3.  RE: Cannot type required Response in order to Resolve an Incident

    Posted Mar 08, 2012 12:28 PM

    Yes, I am provided with the ability to insert text into the Response field using Mozilla Firefox v10.0.2, but users throughout our organization are required to solely use Internet Explorer. Resolving this issue across versions of IE 7, 8, and 9 is our focus.

    No changes have been made within Task Tray Tool > Settings. A copy of the Local Machine Info tab and Servers - (Local) - Edit Object windows has been attached (please see jpg's).



  • 4.  RE: Cannot type required Response in order to Resolve an Incident
    Best Answer

    Posted Mar 09, 2012 03:23 PM

    In January 2012, we attempted to upgrade our installation of ServiceDesk 7.1 to SP2 (7.1.2). Unfortunately, this resulted in a corrupted ServiceDesk environment. I was told by Symantec Enterprise Support that SD 7.1 SP2 requires a clean install and that no upgrade path is currently supported from a prior version. After opening a case, here is the response that I received:

     

    Rob,

    I think that the upgrade is the basis of the issue here. If you had a prior version installed and installed ServiceDesk 7.1 SP2 over it, then you definitely have a corrupted environment. Unfortunately, ServiceDesk 7.1 SP2 requires a clean install and there is no upgrade path supported from a prior installation. This is noted here:

    Is there an upgrade path from older versions of ServiceDesk to ServiceDesk 7.1 SP2?

    http://www.symantec.com/docs/TECH178051

    I asked about this based on what I was seeing in the installation log. Unfortunately, I have to recommend a new installation and a new SQL database. If you would like to review this further, we can speak over the phone tomorrow if you could recommend a time.

    Thank you,

    Technical Support Engineer