Using IE 11 multiple issues are seen by users but not with other browsers like Chrome or older versions of IE browser.

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

 

With IE 11 browser below problems are reported by the users:

 

1. Initially when loaded main form is displayed with double frame to the left as seen in below images:

 

<Please see attached file for image>

 

<Please see attached file for image>

 

2. Menu drop downs in the initial form (File, View, Search, etc) do not function. Clicking on the links has no response. 

 

3. Displaying an Incident, Problem, or Change results in a spinning hour glass preventing editing. After returning       to the result list and trying again, the error "Unable to get the popup Window  Size" would be displayed.

 

Why are the users seeing so many issues only when using IE 11 browser and not with older IE versions or other browsers like Chrome?

Environment

CA Service Desk Manager 12.9CA Service Desk Manager 14.1

Resolution

The above reported issues are seen with IE 11 only when "Enterprise Mode" is enabled.

In IE 11 Enterprise mode should be turned off from end user browser settings, network DNS and load balancer for the SDM URL.

Kindly check if any group policy is being pushed for the "Enterprise Mode" to be enabled , if yes then the related group policy needs to be removed.

Additional Information

TEC1800864