ServiceDesk

Not sure what happened, and it is probably staring at me and I jsut can't see it.  I have a group that has had permissions to work incidents and resolve them just fine.  Right now  can open them, click on the Work Incident or Assign to Me, and change the classification, click on Save or Resolve, but i am unable to enter any text in the resolution field.  I can Add Comments to it just fine.  I walked through the Admin>Users>List Groups and checked the permissions for the group the user is in. 

Logged in as myself, or even the admin@symantec.com user, I run into the same problem, so basically no one can close a ticket at this point.

I noticed the two test tickets I sent in last night both generated an error where it looks like permissions were not applied somewhere in the process.:

Application Name : ProcessManager
Process ID : 2340
Date :2/23/2012 10:00:13 PM
Log Level :Error
Log Category :ReportLogProcessPermission
Machine Name : SD01
Message :
[global] Error saving process permission.
[global] Client Host Information:
[global] IP: 10.xxx.xxx.xx9
[global] HostName: 10.xxx.xxx.xx9
[global] Browser: Mozilla/4.0 (compatible; MSIE 6.0; MS Web Services Client Protocol 2.0.50727.5448)
[global] -- error.ToString() --
[global] System.ArgumentNullException: Value cannot be null.
[global] Parameter name: input
[global]    at System.Text.RegularExpressions.Regex.IsMatch(String input)
[global]    at LogicBase.Ensemble.Controls.GuidHelper.IsGuid(String data)
[global]    at LogicBase.Ensemble.Reports.ServiceCore.ReportLogProcessPermission.AddNew(String sessionID, ReportLogProcessPermission[] permissions, Boolean performMapping)
 

Any slaps to the head and finger pointing that will get me in the right direction?

thanks

steve

I've seen similar behaviour in SD 7.1 SP2 in the Problem Management part, when trying to work on it and found that I can't type any text to the multi-line text fields.

It started working for me, after I used another browser. Can't remember now, if I first used IE and then Chrome or other way around, but that let me continue my work.

I've seen more and more issues which are caused by MS bulletin MS11-100 which needs to be addressed by changes in several web.config files, but I'm not sure, if this is the cause in here as well.

PeeGee -  Well that seems to have created a work-around (for me) using Firefox as a browser, and going back to IE8 does not allow any edits to be done.  I'm assuming the MS patch referenced is on the server and willbe checking that as well. 

It's not a long term solution since our company policy mandates IE, unfortunately, but it's good to know.

Thanks

Steve

I found out what the problem was.  I started to back out windows updates and decided to open a support call instead.  Stumped the folks there and i was going back through my modification notes and realized I had made a change on the server settings on the SD server.  Out of the box the server is set to (local) and I had created a new one to match my server environment.  Once I reverted this back to (local), I was able to edit the resolution fields again. 

I republished my new emailmonitoring service as a windows service and retested it again and it worked fine.

So much for breaking your own box :-)

Steve

Our organization is encountering the same issue (unable to insert Resolution Details in the required Response text box) in ServiceDesk 7.1.2. However, we have been unable to identify a pattern to this issue: sometimes a user is able to type text into the box and at other times they cannot, regardless of IE browser versions (IE 7, 8, and 9).

Which setting is it that you mentioned was set to "(local)" by default, had been changed, and then caused this issue? Was it in Admin > Data > Application Properties, Admin > Portal > Master Settings, or did you edit the SD.Email.Monitor.package using Workflow Manager?

Thank you in advance...

We are having this issue as well with 7.1 SP2.  Seems to be sporadic - some people see this and others don't.  Using Chrome works, but our company mandates IE as well, so it isn't a good long term solution.

Rob, I believe Steve is referring to the settings in the server extensions tool tray.  I think he is referring to the nickname of the server.  Mine is still set to (local), though, and I have the problem still.  I'm not sure why these setting would impact the multi line text boxes.  If it is the cause of the problem, the only thing I can think that we are doing differently is we are using https.

Joshua -

You are correct on the nickname of the server from the Settings option of the Task Tray Tool.

I initially started out trying to use HTTPS but there were too many issues and the majority of our users will be submitting ticket by email or through phone contacts, so using HTTP is a viable option for us.

I haven't run into it again (so far) with a recent occurrance of not being able to edit the justification in a reassignment process.

Steve

Related forum discussion: Cannot type required Response in order to Resolve an Incident

We are 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 have been attached (see jpg's). 

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