Links in the knowledge documents not working in Service Point.

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Article ID: 143431

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Updated On:

Products

CA Service Desk Manager KNOWLEDGE TOOLS CA Service Desk Manager - Mobile Application CA Service Management - Service Desk Manager

Issue/Introduction

Links in the knowledge documents, which direct to other knowledge documents are not working in Service Point.

By clicking on the link  through the Service Point interface, the link is not active and it does not open. 

Links to external sites work correctly.

 

REPRODUCTION INFO:

 - Create a ticket in Service Desk Classic interface.
 - Associate as a solution for this ticket a  Knowledge Document.
 - In the Knowledge Document content there is a reference (link) to another Knowledge Document.
 - Clicking on this link in the Service Desk Classic interface the referenced Knowledge Document opens correctly as expected.
 - Clicking on the same link  through the Service Point interface, the link is not active and the refernced Knowledge Document does not open. 

- No error is displayed.

 Note: if the link reference an  external site,  Service Point interface works as expected, the link works correctly.

Cause

DEFECT DE49881

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

Fix for  DEFECT DE49881 included in 17.2 RU05 and later.