No Activity Log is displayed on specific tickets

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Article ID: 4514

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

After making some changes in a ticket, especially the Description field, no Activity Log is displayed on the "Activities" tab of a ticket. It shows as a blank as shown below.

<Please see attached file for image>

blank.jpg

 

Chrome Development tool shows an error message "Uncaught SyntaxError: Invalid Unicode escape sequence" on Console as shown in the following screenshot.

<Please see attached file for image>

error.jpg

Cause

If a string/line contains /u (backslash + u), such as a file path, in a field of an Activity Log, it will be handled as a Unicode Escape sequence. As a result, string/line will not displayed as expected or fail to be loaded.  

Environment

Windows

Resolution

The problem can be fixed by the r12.9 Cumulative #1 patch, RO72246 (COREQ: RO72249). Please download them from CA Support Online and apply them to solve the problem.

Additional Information

CA Service Desk Manager 12.9 Solutions & Patches:

http://www.ca.com/us/services-support/ca-support/ca-support-online/product-content/recommended-reading/technical-document-index/ca-service-desk-manager-129-solutions-patches.html

Attachments

1558699817260000004514_sktwi1f5rjvs16ot1.jpeg get_app
1558699815254000004514_sktwi1f5rjvs16ot0.jpeg get_app