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Xtraction 2017.1 having problems when trying to drill-down to records that have Portuguese characters

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Article ID: 112391

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Xtraction 2017.1 having problems when trying to drill-down to some records that have Portuguese characters. 

Example #1: 

Dashboard with tickers per assignee. One of them is called "João" and has 656 tickets. When drilling down, a list of 0 records is shown. Changed his name in Service Desk Manager to "Joao" and drill-down works correctly.

Example #2: 

Dashboard with Incident Categories. One is called "Degradação" and has 1329 tickets. When drilling down, a list of 0 is shown. 

Environment

Xtraction 2017.x
All Supported Windows Operating Systems

Resolution

The issue is fixed in Xtraction 2018.x and later versions.

Xtraction 2018.x is HTM5 based and therefore will be different from previous Adobe Flash versions (last Abode Flash based version of Xtraction is 2017.2).

The most current release of Xtraction at the current time is Xtraction 2019.2.

Please contact Broadcom Support if you require assistance with the Xtraction upgrade process.