Trying to run Summary/Detail reports in CA Service Desk Manager, one gets an message: "AHD04805: Preparing Report", but the report is not presented. MS IE 10 is being used and the behavior started happening after applying CA SDM 12.6 Cumulative#2

Document ID : KB000018802
Last Modified Date : 14/02/2018
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Description:

Customer reports that using IE 10 (with SDM 12.6 cum2 applied), he cannot open summary report (in the Request detail screen => Click reports => Summary).

The pop-up window he gets reports: AHD04805: Preparing Report, but do not present the report. Doing the same activity with IE 7, works perfectly.

Solution:

To fully fix the issue, download latest cumulative patch for 12.6 and/or Please get RO41387 from CA Support Website:

https://support.ca.com/irj/portal/anonymous/phpsupcontent?contentID={0DE9AD34-9587-4D51-ABE3-387FEF935208}

In addition, ensure you add the CA Service Desk URL to the IE's Trusted site's list, AND then disable pop-up blocker in that Trusted Sites zone by:


Internet Options => Trusted sites => Custom level => Miscellaneous => Use Pop-Up Blocker => Disable