Erratic Behavior for the ServiceCenter ESS Web Client
July 9, 2009
Erratic Behavior in the HP ServiceCenter 7.1 ESS Web Client
ESS (Employee Self Service) in ServiceCenter provides a functionally slimmed down version of the full web client. The ESS web client is designed to give the ESS users a way of opening tickets to the Service Desk and checking the status on those tickets. Several situations were noted where the ESS client was not behaving correctly. These resulted in a client crash or other internal failure in ESS.
Examples of the bad behavior include:
- The ESS mail URL (for an ESS client) does not work as expected
- Record lists with one record in the open or closed records causes the ESS client to crash.
In our affected system, the “New Thread: -> List” option in the Service Desk profile record was enabled for the ESS profile. Since the ESS client does not support threading, this option causes the ESS client to behave with unpredictable results. By turning this option off, we were able to resolve both of the issues above. It should be noted that these are just a few examples of the behavior exhibited in one example. Other errors in ESS could also potentially be connected to this same issue.
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