No Activity Log is displayed on specific tickets

Document ID : KB000004514
Last Modified Date : 14/02/2018
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Issue:

After making some changes in a ticket, especially the Description field, no Activity Log is displayed on the "Activities" tab of a ticket. It shows as a blank as shown below.

blank.jpg

 

Chrome Development tool shows an error message "Uncaught SyntaxError: Invalid Unicode escape sequence" on Console as shown in the following screenshot.

error.jpg

Environment:
Windows
Cause:

If a string/line contains /u (backslash + u), such as a file path, in a field of an Activity Log, it will be handled as a Unicode Escape sequence. As a result, string/line will not displayed as expected or fail to be loaded.  

Resolution:

The problem can be fixed by the r12.9 Cumulative #1 patch, RO72246 (COREQ: RO72249). Please download them from CA Support Online and apply them to solve the problem.

Additional Information: