Ticket update is not saved

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Article ID: 4967

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

When using Google Chrome as your web browser a ticket can become locked.

A Save button will be shown in the top right hand corner when the ticket is unlocked.

<Please see attached file for image>

save incident.png

When a ticket becomes locked the button to Save changes to Accept.

<Please see attached file for image>

Accept button2.png

On a locked ticket, after any changes are made and the Accept button is selected a message appears stating: "This record has 1 accepted update(s) pending."

<Please see attached file for image>

record has update pending.png

However once the ticket becomes unlocked the changes are never saved.

Cause

In Google Chrome the close window is not sending the cancel request to the webengine (with opcode OP=CANCEL). 

In Internet Explorer and Firefox the cancel request does go out to the webengine.

 

Environment

Service Desk 14.1Google Chrome

Resolution

PROB #:  3641      

The correction to this problem should be available via a test fix patch.

Please open a Technical Support issue to request it if desired.

Attachments

1558707207763000004967_sktwi1f5rjvs16qlw.png get_app
1558707205871000004967_sktwi1f5rjvs16qlv.png get_app
1558707204068000004967_sktwi1f5rjvs16qlu.png get_app