KNOWN ISSUE: Links to ServiceDesk tickets associated with a resource are not opening correctly

Products

• ServiceDesk

Issue/Introduction

ServiceDesk solution includes reports that show Change, Incident and Problem tickets associated with the resource. These reports can be accessed from either of these places:

1. Right-click menu on a resource > Show Changes / Show Incidents / Show Problems
2. Reports > All Reports > Service and Asset Management > ServiceDesk:
   - Find Servicedesk Changes For Resource
   - Find Servicedesk Incidents For Resource
   - Find Servicedesk Problems For Resource

In these reports there is a column called URLtoChange / URLtoIncident / URLtoProblem than contains a link to the respective ticket in ServiceDesk. When you click the link, browser will display an error message.

The exact error message depends on the browser used, for example:

• Internet Explorer 9/10
  Internet Explorer Cannot display the page
• Internet Explorer 11
  This content cannot be displayed in a frame. To help protect the security of information you enter into this website, the publisher of this content does not allow it to be displayed in a frame.
  There is a link to open the link in a new window.
• Google Chrome
  Blank page is displayed.

Environment

ServiceDesk 8.0
ServiceDesk 8.1
ServiceDesk 8.5

Cause

Link in the report is configured to be opened in a frame inside the Symantec Management Console that is not allowed in browsers due to cross-site scripting protection mechanisms.

Resolution

In Symantec Management Console:

1. Reports > All Reports > Service and Asset Management > ServiceDesk
2. Find ServiceDesk Changes for Resource
3. Edit button at the top right
4. Views tab > select DefaultDataView > Edit button in the toolbar
5. Advanced Formatting Rules section > select LinkRule > Edit button in the toolbar
6. Change the Cell template at the bottom of the window to (add bolded part): <a href="{0.EN_US}" target="_blank">Click Here to Open Incident</a>
7. Close the windows and save changes: OK, OK, Save Changes

Follow the same set of steps for two other reports as well. For step 2, select a different report:

• Find ServiceDesk Incidents for Resource
• Find ServiceDesk Problems for Resource