Catalog Lookups Not Returning Values in Service Point

Products

• CA Service Catalog
• CA Service Management - Service Desk Manager

Issue/Introduction

We upgraded from 17.2.0.3 to 17.2.0.14. The catalog forms are working for the most part, however, when a customer attempts to use a lookup from a form via one of the portals (USS, Service Point), the lookup prompts all work, but the selected value does not get returned to the form. If I access the same forms from Service Catalog, the value is returned normally. This only began happening after the upgrade.

Environment

Release : 17.2

Component : XFLOW INTERFACE FOR SDM

Resolution

the issue was corrected on the customer site by clearing the local browser cache. 

One needs to go into Chrome and leverage the Disable Cache option in Developer Tools and running a hard reset and cache clearing action.

Additional Information

The formdesigner.js is a highly suspected js file that is seen to be part of the root cause which needs to be forcibly reloaded.