Minimizing webparts on Process View page with titles containing non-ASCII characters will create an erroneous cookie blocking access to ServiceDesk Portal.
Last Updated August 24, 2011
Non-ASCII characters are currently causing issues with minimize/restore functionality when used in webpart titles on Process View pages.
You may be able to continue using the portal at first but the issue will occur at latest when you log out and log back in from the same computer/browser (not necessarily with the same user).
Specific examples: - This causes issues when customers use ServiceDesk Portal in Spanish when Description (Descripción) web part is minimized/restored in incident view with Spanish console. - This causes issues when customers use ServiceDesk Portal in French when Post Process Time (Durée de publication) web part is minimized/restored in incident view with French console. - You are unable to create minimizable web parts with non-ASCII characters in title which you may want for localization purposes.
A potentially dangerous Request.Cookies value was detected from the client
When the web part is minimized/restored, a cookie is created with characters Workflow is currently not able to handle.
Symantec is looking into the issue.
This will prevent proper access to Process Manager portal. To get rid of the error, you need to delete cookies related to Workflow/ServiceDesk server (usually the one called /Portal).
It is possible to work around this issue by disabling minimization of this particular web part and setting it to be shown by default. The steps to do that follow: 1. Log into ServiceDesk portal with an administrator 2. 'Site Actions' (top right, next to the logged in user name) > 'Page List' 3. In 'Pages List': 'Process View Pages' > 'SD Incident View' 4. Press 'Go To Page' button 5. 'Site Actions' > 'Modify Page' 6. 'Site Actions' > 'Edit Page' 7. Edit the offending web part (notepad icon) 8. Uncheck 'Minimized On Startup' and check 'Disable Minimization' 9. Scroll down and click 'OK' button.