Different behavior when downloading attachment from Knowledge articles in Service Desk Manager(SDM) 17.x

Products

• CA Service Management - Service Desk Manager
• ServiceDesk
• CA Service Desk Manager

Issue/Introduction

When downloading attachments from KB articles in SDM 14.1 using user view, files are opened and displayed in a new window. However, in 17.2 (and 17.1) the files are automatically downloaded or a prompt window is displayed to Save as (based on browser configuration) but the files (ex: txt or pdf) are not opened in a new window like in 14.1. Is this expected behavior?

Cause

Change in the design

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

The design has changed when downloading attachments in SDM 17.x. Now is at the discretion of the browser to decide how and where to open the file using the same window behavior.


To configure the behavior of Chrome when downloading files, see the following link: https://support.google.com/chrome/answer/95759?co=GENIE.Platform%3DDesktop&hl=en