Customization causes Web Engine performance problem and writes many instances of the ERROR message to the stdlog, "String.c 643 Invalid characters encounter in"

Document ID : KB000046068
Last Modified Date : 14/02/2018
Show Technical Document Details

Symptoms:

When running with a customized version of "detail_cr.htmpl" for the Employee interface, when an employee contact logs into the CA Service Desk Manager web interface and then views a Request ticket, the Summary field contains invalid characters, the web engine process writes a batch of ERRORs to the stdlog, and performance is temporarily affected.

Steps to Reproduce:

  1. Using Web Screen Painter, create a custom version of the "detail_cr.htmpl" for the Employee interface.

    Step1.png
  2. Click on the "Source" tab.
     
  3. Search for the following string:  args.act_log.description

    Step2.png
  4. Change the line of code from:

    document.write(nx_unescape('<PDM_FMT JUSTIFY=LINE ESC_STYLE=JS2>$args.act_log.description</PDM_FMT>'));

    to:

    document.write(nx_unescape('<PDM_FMT JUSTIFY=WRAP WIDTH=125 ESC_STYLE=JS2>$args.act_log.description</PDM_FMT>'));
     
  5. Click on "File" and select "Save".
     
  6. Click on "File" and select "Publish".
     
  7. In the "Confirm Publish" popup window, click "OK".

    Step4.png
  8. From a command line prompt, run "pdm_webcache -H".
     
  9. From the Web Browser, clear the cache.
     
  10. Log into the CA Service Desk Manager web interface as a user running under the Administrator role.
     
  11. Ensure that the Options Manager option named "employee_intf_incident_support" is Installed and the value indicates that Request tickets can be created by employees.
     
  12. Log into the CA Service Desk Manager as a user running under the Employee role.  Create a new Request.
     
  13. From the user running under the Administrator role, View the Request ticket that was created in the previous steps.  From the Request Detail, click on "Activities" and select "Solution...". Enter over 2000 characters of text in the "User Description" field.

    Step5.png
  14. From the user running under the Employee role, View the Request ticket and note the back-bordered white rectangles in the Summary field.

    Step8.png
  15. Review the stdlog for messages similar to the following:

    Step7.png

 

Environment: 

CA Service Desk Manager 14.1

Microsoft Windows Server 2012 R2

Internet Explorer 11

Cause:

The unsupported customization.

Resolution:

Remove the customization.

Additional Information:  

To achieve the width limit formatting which was intended by the original customization, one suggestion is to use Web Screen Painter (WSP) to add a new class definition to the source code of "styles_ahd.css", and then to apply the class in the Employee interface form file, "detail_cr.htmpl".   

The new class could be defined as follows:

TD.testdetailro{FONT:0.7em Verdana,Arial,Helvetica,sans-serif;word-wrap:break-word;white-space:normal; max-width:500px; word-break:normal;}

To use the class, replace the following statements in detail_cr.htmpl:

document.write("<TD CLASS=detailro ALIGN=left VALIGN=top>");
document.write(nx_unescape('<PDM_FMT JUSTIFY=LINE ESC_STYLE=JS2>$args.act_log.description</PDM_FMT>'));

with:

document.write("<TD CLASS=testdetailro ALIGN=left VALIGN=top>");
document.write(nx_unescape('<PDM_FMT JUSTIFY=LINE ESC_STYLE=JS2>$args.act_log.description</PDM_FMT>'));

The files created/modified by WSP are:

$NX_ROOT\site\mods\www\wwwroot\css\styles_ahd.css
$NX_ROOT\site\mods\www\htmpl\web\employee\detail_cr.htmpl

Be sure to Save and Publish in WSP after making the changes.

Be sure to clear the both the CA Service Desk Manager web cache and the internet browser caches before testing. 
It is possible that it could also be necessary to restart CA Service Desk Manager services to pick up the changes.

NOTE: The above suggestion is unsupported so do be sure to test thoroughly and consider that the above is not guaranteed to work for any or all patch levels or versions of the CA Service Desk Manager product.  Using the customization is at your own risk.