ServiceDesk

-new installation of Symantec ServiceDesk Solution 7.1.2.

-Close button on the Incident Management Thank You window does not function correctly.

What are the detailed steps to follow in order to edit this form and correct the design and functionality of this particular window, specifically, the Close button?

What browser and which exact version are you using?

This looks like a strange place to run into problems with the button but some 'Close' buttons in dialogs are known to cause problems mostly in Safari/Opera. In some places these have just been removed and you would have to close the virtual window using [x] in the upper right corner.

The issue is that for whatever reason Symantec didn't use buttons but rather labels to act as buttons and the one you show is an example of that. There are some that are simple to fix and there are others that aren't quite that simple. In my opinion, making sure that real buttons are used throughout would resolve these issues and make the "which browser" question moot. I haven't taken the time to resolve the button on that specific page, I usually tell my techs (all of whom are Mac users) to just use the 'X' but I may revisit if I get some time.

I have noticed the same issue in some browsers. Most browsers work fine (Firefox, Chrome, Iron, IE9) except that the "button" doesn't act like a button should (mouse pointer changes when moving over the button). This is probably because the button is a label as jpellet2 mentioned.

In IE 8 I get an "error on page" error message and the button doesn't work. I think it has something to do with the functionality code of the button (pict. Close_button_functionality.jpg).

I suppose one way to resolve this issue would be to change it to a real button and direct the output path to a  Terminate Windows and end component (pict. Terminate-end-jpg).

Sure, closing the window using the [x] in the upper right-hand corner may suffice in the short term, but as our ServiceDesk 7.1.2 user base increases daily with new users encountering this design flaw frequently, I'd prefer to apply a complete solution and correct this development oversight by Symantec, rather than continually informing users to apply this workaround for months and years to come.

The 'Close' button on the Incident Management Thank You window is now known to cause problems in browsers others than just Safari and Opera:

-Internet Explorer 7 (7.0.5730.13CO)

-Internet Explorer 8 (8.0.6001.18702)

-Internet Explorer 9 (9.0.8112.16421)

This is exactly how I had to work around this in the Technician Feeder form.   (My changes are boxed in Cyan)

1. In my screen shot #1, I had to make form builder component with the default going to Done.   I did this for the confirmatons for resolved w/, resolved w/o, and not resolved submission confirmations.  
2. I kept the original terminaton form in my workflow but disabled it.
3. Copy and paste the contents from form you disabled in to the form you created to take it's place.  It may need some formatting, but you should be fine.   (screen shot #2)
4. If you follow the workflow from these three scenarios, it will end in the same spot.  Because I want to make this lena, I created a Terminate Window and Close Dialog right before the end.   (see screenshot #3)

Screenshot #4 will show the whole area that I modified. I prefix my changes/added components with my company's name to make it easier to search (in case anyone is wondering why I smeared off the prefixes of my components.)

In January 2012, we attempted to upgrade our installation of ServiceDesk 7.1 to SP2. 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

I did an uninstall Service Desk 7.1 SP1 and installed SP2 (with a new db) with the same issue.    Even when you uninstall SP1, there is still some stuff that is left behind.   I am thinking if you have a chance with a clean OS, probably the best.