After an upgrade, Incident tickets cannot be created from the Knowledge Page of an employee role

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Login to the SDM application with Employee access type. From the main employee screen click on 'Browse more solutions' and it Takes you to the Knowledge Page, from there you can 'Click Here to create a new Incident' option and then Fill out the ticket and clicking save. When you click save, it generates "AHD03123: Required attribute Description is missing" error message.

However, if selecting create an incident from the main employee interface and filling out the incident description form, the error does not happen.

Environment

Release: 17.4.2

Components: UI

Cause

Defect related to a new update activity, HTML Description, that was introduced in release 17.4.2.0. According to the documentation either the HTML Description or Description activity association must be enabled, but not both simultaneously.

Resolution

The defect has been resolved with a code fix, and the recommended solution is to upgrade to Rollup 17.4 RU3.