Service Desk screens fail to load completely
Article ID: 381040
Updated On:
Products
Issue/Introduction
Service Desk display screens often will not render completely. Part of the page loads, but then other sections such as menu bars or other items never appear on the page. This problem is intermittent but frequent. The only know workaround is to retry or "reload" the page. We found this problem only happens when accessing Service Desk through IIS. When accessing through Tomcat the problem does not happen.
Environment
Service Desk Manager v17.x
Only seen when accessing via IIS and not Tomcat
Cause
It was found that an unrelated mobile application from another vendor that has a feature that does a "url rewrite" running in the same IIS instance might have been causing some interference. It was also observed from the IIS logs that in some cases the response from IIS back to the browser was getting truncated.
Resolution
Sharing IIS resources with other applications alongside SDM is not supported or recommended as SDM is not certified to operate with any other applications on the same IIS implementation. Please review any steps related to the third party application installed on same IIS as SDM regarding its removal. If URL Rewrite was enabled as part of the 3rd party app config, please restore to original settings.
Broadcom Support is not permitted to assist in removal of any third party content that was not introduced by any of its products.
Additional Information
More information about IIS's URL Rewrite feature can be found here: URL Rewrite
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