Description field display issues

Products

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

Issue/Introduction

After updating to 17.4 RU2, finding that the description field in requests/incidents/problems and change orders behaves differently than in previous releases

Environment

Release:  17.4 RU2 or higher

CA Service Desk Manager

Cause

Starting in 17.4 RU2, the description field was updated to allow rich text content

Resolution

One should review the given forms and backend files to familarise oneself with the new updates to include the html content available for the description field.  The following is an example of review for the cr object's description field

1. Object attributes.  Running the following command from the SDM Server's Admin command prompt will expose:
   

   >bop_sinfo -d cr | findstr description
      description          STRING(16000)
      html_description     STRING(16000)

   
   There will be two fields, one being "description", which contains plaintext description content and the other being "html_description", which will contain html coded description content
   
   
   
2. Data Dictionary.  The ddict.sch in NX_ROOT\site directory will have a reference to the new fields on the given table
   

   TABLE Call_Req LARGE LOW_VOLATILE { 
   change INTEGER REF Change_Request ; 
   caused_by_chg INTEGER REF Change_Request ; 
   id INTEGER UNIQUE NOT_NULL KEY ; 
   persid STRING 30 ; 
   ref_num STRING 30 UNIQUE NOT_NULL S_KEY ; 
   summary STRING 255 ; 
   description STRING 16000 ; 
   html_description STRING 16000 ;
   

   3.  Majic files.  Under NX_ROOT\bopcfg\majic, file cm.maj defines the html_description field under the cr object.
   
   

   OBJECT cr {
       DISPLAY_GROUP "workflow macro event object_notify stored_query act_log tree_node notify_rule notify_msg_tpl mobile_attr xflow_mobile_attr heat_conf";
       TENANT_REQUIRED ;
       ATTRIBUTES Call_Req {
    persistent_id persid  STRING ;
    ref_num STRING WRITE_NEW REQUIRED { UI_INFO "AUDITLOG" ; } ;
    summary STRING { UI_INFO "AUDITLOG" ; } ;
    description STRING { UI_INFO "AUDITLOG" ; } ;
    html_description STRING { UI_INFO "AUDITLOG" ; } ;
   

        4.  HTMPL files.  The default detail_cr.htmpl file will contain a reference to the html_description

<PDM_MACRO name=dtlCKHTMLEditbox hdr="Description" attr=html_description colspan=3 fmtfunc=formatHtmlDesc readonly="no" rows=10 size="120">

        5.  MDB USP_PDM_MACRO table

Check to ensure that there is an entry for the new 'dtlCKHTMLEditbox' macro - compare with a working environment.  This new macro is added as part of the RU2 post install steps where a pdm_load is performed on the NX_ROOT\data\17_4_RU2_insert.dat file. 

Additional Information

The above is a checklist that one may consult to review and understand the areas in which the given html_description field is referenced and is for reference only.  Please do not directly modify these files in any way.  Custom versions of any of the above should be maintained in the SDM install folder's site folder location.

If you are seeing that the the Description field does not display at all and the rest of the form after that is truncated, please check for any possible corruption in the <NXROOT>\bopcfg\www\wwwroot\scripts\detail_form.js.  For comparison this same file can be found in NX_ROOT\sdk\scripts and NX_ROOT\temp\gol-168_cum_c