CA Service Management

Hi All,

A quick tip. This one is browser side rather than settings within SDM.

Issue Overview

The Quick Profile window is returned to the front when performing multiple searches with the "Go" button on Internet Explorer.
However, on Firefox and Chrome, the window does not return to the front. Users need to select it to bring it to the front.

This behaviour appears to be consistent across multiple versions of Internet Explorer (IE), Firefox and Chrome.
Examples: Works on IE 8. Doesn't work on Firefox 17, 19 or 23. 

Issue Steps

1) From main "Service Desk" tab use the "Go" resource at the top right of the screen to enter in Search "User by Name" with Contact of "ServiceDesk".                                                      
Result on both Firefox 23 and IE8: Quick Profile browser comes up with details for "ServiceDesk." This is correct.                            
                                                                       
2) Click back on the screen from (1).                                  
Result on all browsers. Focus returns to the main window. Quick Profiler Browser goes to the background. This is correct.                       
                                                                       
3) Repeat (1) but for username of "Administrator".                     
Result on IE8: Quick Profile browser comes up with details for 'Administrator."

Result on Firefox: The Quick Profiler browser does NOT come to the front.
However, the results are updated, if you manually click on this window. The client would like the same behaviour from IE repeated in Firefox and Chrome.

(Not tested for Chrome or Safari - only IE and Firefox.) 

Findings

The focus on the Quick Profile window is restored via parent window. In the parent window there is a code like following:

win = getQuickProfileWindowHandle();                                     
win.focus();

The focus command doesn't work for both Firefox and Chrome because from security perspective its considered vulnerable.                          
                                                                         
Firefox has an option to enable this:                                    
On Firefox 23 or greater, go to about:config and change the following setting to false.

dom.disable_window_flip

For Firefox versions below 23, the option is via option "Raise or lower windows" present in Options window.   

Tools, Options, Content tab and click on the Advanced button next to 'Enable Javascript'. Check the "Raise or lower windows" option.

Only apply this tip if you need it, and backup all files first. Solution is given "as is."

Thanks, Kyle_R.

Thanks for the tip Kyle!

Kyle_R:

Hi All,

A quick tip. This one is browser side rather than settings within SDM.

Issue Overview

The Quick Profile window is returned to the front when performing multiple searches with the "Go" button on Internet Explorer.
However, on Firefox and Chrome, the window does not return to the front. Users need to select it to bring it to the front.

This behaviour appears to be consistent across multiple versions of Internet Explorer (IE), Firefox and Chrome.
Examples: Works on IE 8. Doesn't work on Firefox 17, 19 or 23. 

Issue Steps

1) From main "Service Desk" tab use the "Go" resource at the top right of the screen to enter in Search "User by Name" with Contact of "ServiceDesk".                                                      
Result on both Firefox 23 and IE8: Quick Profile browser comes up with details for "ServiceDesk." This is correct.                            
                                                                       
2) Click back on the screen from (1).                                  
Result on all browsers. Focus returns to the main window. Quick Profiler Browser goes to the background. This is correct.                       
                                                                       
3) Repeat (1) but for username of "Administrator".                     
Result on IE8: Quick Profile browser comes up with details for 'Administrator."

Result on Firefox: The Quick Profiler browser does NOT come to the front.
However, the results are updated, if you manually click on this window. The client would like the same behaviour from IE repeated in Firefox and Chrome.

(Not tested for Chrome or Safari - only IE and Firefox.) 

Findings

The focus on the Quick Profile window is restored via parent window. In the parent window there is a code like following:

win = getQuickProfileWindowHandle();                                     
win.focus();

The focus command doesn't work for both Firefox and Chrome because from security perspective its considered vulnerable.                          
                                                                         
Firefox has an option to enable this:                                    
On Firefox 23 or greater, go to about:config and change the following setting to false.

dom.disable_window_flip

For Firefox versions below 23, the option is via option "Raise or lower windows" present in Options window.   

Tools, Options, Content tab and click on the Advanced button next to 'Enable Javascript'. Check the "Raise or lower windows" option.

 

Only apply this tip if you need it, and backup all files first. Solution is given "as is."

Thanks, Kyle_R.

Thanks for the tip Kyle!