ServiceDesk

When creating a ticket, if you click on the "CHECK IF NAME EXISTS" button and then click in the title box, your cursor will jump back to the select user field. I have reported this issue and was told that this is an issue but it is being classified as a  "feature request". In my opinion this is not a feature request but a bug. Has anyone else encountered this issue?

Yes we have the same annoying problem :(

We have it too, it is a wonderful feature... NOT.

Just one more thing for our techs to complain about.

yes..its very time consuming. FIX IT! Please....

Anyone heard anything more on this?

I'm told its a known issue and will be fixed in 7.1....but i feel March 2011 is little long in the tooth...

It also jumps around when it refreshes the associated equipment, refreshing templates, associated tickets.

 

Very annoying and no matter how many times its explained....my operator complain.

 

Did anyone test it on mozilla?  or Just IE?

From what i understand its due to tab order and page refresh.  I have not had time to go in and work on my forms, bigger fish to fry.

 

What is this about 7.1 being March now?

This is a official statement regarding this issue from Symantec Support:

After the search process is complete, the form performs a postback to refresh certain fields related to the search.  In some environments this postback is almost instantaneous, but in others it can take a couple of seconds.  The postback will place the cursor back into the field where it was when the search was initiated.  If during that postback, the cursor is moved, it must move it back.  This problem is caused by starting to type before postback is complete.  This postback is also necessary to keep the consistent UI and couldn't be removed without a significant redesign of the form.

The most annoying thing is that there always seems to be a huge gap between what the developers thinks and what the customers (who is paying for the product) thinks.

Take the above explanation as an example. "Works as designed" is the official statement from the developers.

From the customers perspective: "So my technicians are faster than this monster hardware (8 core 16GB RAM server) that we needed for this application".

I would like to see that Symantec makes an effort in educating the support/developers in how to handle customers.

Our hardware is even bigger than yours, and we have to deal with the same thing. "why is this so slow".

The post back issue is really annoying. I don't know what a solution could be but its a pain point for our level 1 techs as now they can only move so fast while creating a ticket, which slows down the entire process for them.

...and for whats its worth, i havent been able to reproduce this error in the beta release for Service Desk 7.1....which is a good thing.

The sad part is we still need to wait until March 7th when its released, and hope that it is in fact fixed.

This has happened to me 3 times in the past year. It appears to be a Microsoft issue and it just happened again when the last updates installed for Windows.

And yes, next time I am getting a MAC!

It deletes words as I type - and it doesn't matter whether it is in a forum like this, in a text file, Word ... any program that requires writing is vulnerable. 

The cursor not only affects writing, it will also shift files in whilst within Windows explorer. It also  shifts icons around desktops and deletes files at will.

No anti-virus picks anyhting up. So I have to backup nearly over 500GB of data ... it sucks! It also highlights text and does obscure things like it just did now - and changed the background colour to grey ... can't see how it did it.

It is not the touchpad either - I do not have to even touch it!

Now it is white again ... damn Windows fremlin has got to go ...