Unable to Classify tickets when attempting to Work Incident
Last Updated July 07, 2014
When you click Work Incident in an Incident Management Ticket you are unable to Classify the ticket. The Classify menu will not function at all. This prevents being able to Resolve the Incident ticket as at least a minimal amount of Classification is required.
There is no visible error displayed.
This issue is caused by partial html tag(s) being present in the Incident Title or Incident Description. For security reasons the SD.IncidentManagementSimple has the pages validateRequest option enabled in the web.config for the project. This allows IIS to detect and prevent potential security risks that can be caused by html/script injection. This request validation in IIS is functioning correctly and preventing the page request which is needed for the Classification menu to function.
To help prevent this issue from occurring in the future we need to enable page request validation on the SD.Feeder.TechnicianIncidentForms project. To do so please take one of the following steps:
1. Edit the Web.config for the SD.Feeder.TechnicianIncidentForms project.
NOTE: This change is recommended best practice and will prevent users from inputting potentially dangerous script and html tags in the incident title or incident description by causing an error to be returned upon clicking Submit. If HTML or script content is required information for a ticket it must be included in an attachment added to the ticket.
a. Go to Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.Feeder.TechnicianIncidentForms. b. Open the Web.config file. c. Find <pages validateRequest. This will be in the <system.web> section and have a value of false in quotes. d. Change the value from false to true. e. Save and close the web.config.
2. Upgrade to ServiceDesk 7.5 SP1 when available. Page request validation is enabled by default on all of the forms in this version of the product.
ServiceDesk 7.5 ServiceDesk 7.5 MP1
Imported Document ID: TECH211380
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