CA Service Management

Hi Team,

We have CA SDM 14.1 installed on Windows Server 2012 R2. Whenever users are opening any ticket details/contact details/location details in IE 11, the pop up window is opening on the rightmost part of the screen instead of opening in center as in the case of other supported browsers.

Kindly provide a solution for this.

Regards,

Balram Singh Deswal

Hi think the error is due on that IE11 user-agent will return to be:

Mozilla/5.0 (Windows NT 10.0; WOW64; Trident/7.0; rv:11.0) like Gecko

compare to prior when you can check for MSIE string:

       Mozilla/5.0 (compatible; MSIE 10.0; Windows NT 6.1; WOW64; Trident/6.0)

as CA use it to determine the way to construct the windows it may return false to isIE and the window is construct for other brwsoer causing ie11 to not react as expected.

CA did update the code for IE11 but apparently didn't manage all the case so I will suggest you to open a case with support.

Workaround is to fine the corresponding in the std_head.js and add your own case there like example below for the size of the window:

var winHeight = ( _browser.isIE ? root.offsetHeight

To

var winHeight = ( _browser.isIE11 ? root.offsetHeight

Hope this help.

/J

Hi Jmayer,

If I update this code specifically for IE 11, will it affect the other IE supported browser functionality?

Thanks & Regards,

Balram Singh Deswal

Yes this will with the example above if you are using other older IE.

That why first recommendation is to open a support case

/J

Maybe apply the latest cumulative patch (CP2) before you log a support ticket, in case the correction of this is included there

Hi Brian,

Cumulative patch is already applied, still it is giving this issue. I have raised the support ticket regarding this.

Regards,

Balram Singh Deswal

OK. Do keep us posted with the outcome...

Have you been able to resolve? If so please share the resolution. Thanks!