No Activity Log is displayed on specific tickets

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• 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>

 

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>

Environment

Windows

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.  

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