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Bug
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Resolution: Fixed
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Highest
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3.3.2
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Severity 1 - Critical
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517
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Summary
After upgrading to JSD 3.3.2, all JSD related pages including Customer Portal are blank in IE 11
Environment
IE 11
Steps to reproduce
- Upgrade to JSD 3.3.2.
- Access to any JSD projects using IE 11.
Expected result
No empty page should be shown when access to JSD project related pages like Queues, Customers, Reports, Customer Portal and etc.
Actual result
All JSD related pages are empty, except issue view.
Workaround
Option 1. Use other browsers
Using Chrome, Firefox, Safari or Edge will make the web pages display properly
Option 2. Update the files within jira-servicedesk-3.3.2-REL-0010.jar that are causing the issue
* Backup your JIRA directory before attempting this workaround.
- You will need a copy of jar which is bundled with Oracle Java JDK 8 to re-create the jar file.
JIRA Server
- Shutdown JIRA
- Extract out the contents of $JIRA_HOME/plugins/installed-plugins/jira-servicedesk-3.3.2-REL-0010.jar to a temporary directory (e.g. /tmp/atlassian-jira-servicedesk-3.3.2)
- Edit sd.portal.api.bundle.js
Search and replace all from "() =>" to "function()" - without the quotes - Edit sd.project.api.bundle.js
Search and replace all from "() =>" to "function()" - without the quotes - Re-create the JAR
jar cfm /tmp/jira-servicedesk-3.3.2-REL-0010.jar ./META-INF/MANIFEST.MF * - Copy the newly created /tmp/jira-servicedesk-3.3.2-REL-0010.jar into $JIRA_HOME/plugins/installed-plugins/jira-servicedesk-3.3.2-REL-0010.jar
- Start JIRA
In Microsoft IE 11 Browser
- You must Clear the Browser Cache otherwise it will not work
- If clearing the cache doesn't work, try also SHIFT + REFRESH in the browser
![[Extranet] Page](/images/icons/generic_link_16.png "[Extranet] Page"){kind=icon}
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-4892] All Service Desk-related pages are not loading in IE 11 in JSD 3.3.2
Has the JIRA Service Desk for Cloud received this fix? We're seeing a similar issue with JSD Cloud.
Miroslav Mrdan
added a comment - Hi,
What is the fastest way to upgrade JSD from 3.3.2 to 3.5?
Can you provide some hints.
All the best,
Miroslav
Miroslav Mrdan
added a comment - Hi,
What is the fastest way to upgrade JSD from 3.3.2 to 3.5?
Can you provide some hints.
All the best,
Miroslav Released as part of JSD 3.4.0 https://confluence.atlassian.com/servicedesk/jira-service-desk-3-4-x-release-notes-874627018.html#JIRAServiceDesk3.4.xReleaseNotes-3-4-0
- JIRA Service Desk Team
Upgraded to JSD 3.4.0 and performed testing on Windows 10 and IE11.
Can now see the login page.
Can now login and view support issues.
Problem appears to be fixed in our JSD environment.
Updated my test server to Software 7.3.3 and SD 3.4.0 and this did not resolve my problems. I will open a separate ticket to troubleshoot further.
Marc Lemieux
added a comment - Downloaded and applied 3.4 this morning, all works as expected. Thanks.
Marc Lemieux
added a comment - Downloaded and applied 3.4 this morning, all works as expected. Thanks. With the number of customers facing this issue. From Atlassian the important thing would be to clearly and frequently communicate the plans for a fix or the new release so that all customers can decide how to proceed, the workaround, wait etc..
Setting expectations is really key in these situations, what about a daily update on the status?
The workaround described may work, but seems really "hacky" and will not be possible to perform for most customers.
Hotfix version needs to be released asap, and the version 3.3.2 should be withdrawn as this is a blocking bug for many customers.
This issue still seems to exist in 3.8.1 ?