Problem to export list after upgrading to RU 17 and later

Products

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

Issue/Introduction

The export button is not working. F12 Developer tool > Console tab shows an error related to cfgUseLegacyExport variable.

Environment

Release : 17.3 RU 17 and later

Cause

The upgrade was not successful. Due to this problem, the NX_ROOT\bopcfg\www\htmpl\default\ahdtop.htmpl file was not updated and does not include the cfgUseLegacyExport variable.

Resolution

Option 1 (Recommended): Retry the upgrade following the KB article Incomplete or Partial Service Desk RU installation update

Option 2:

2.1 add the following line in line 185:

var cfgUseLegacyExport="$env.NX_USE_LEGACY_EXPORT";

Example: 

2.2 Save changes

2.3 Delete cache from the browser (or incognito window)

2.4 Remove cache from server side by running: pdm_webcache -H