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  1. Jira Service Management Data Center
  2. JSDSERVER-4892

All Service Desk-related pages are not loading in IE 11 in JSD 3.3.2

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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

      1. Upgrade to JSD 3.3.2.
      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
      Important: Please read first

      * 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

      1. Shutdown JIRA
      2. 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)
      3. Edit sd.portal.api.bundle.js
        Search and replace all from "() =>" to "function()" - without the quotes
      4. Edit sd.project.api.bundle.js
        Search and replace all from "() =>" to "function()" - without the quotes
      5. Re-create the JAR
        jar cfm /tmp/jira-servicedesk-3.3.2-REL-0010.jar ./META-INF/MANIFEST.MF *
      6. 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
      7. Start JIRA

      In Microsoft IE 11 Browser

      1. 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

        1. IE11.png
          IE11.png
          108 kB

            [JSDSERVER-4892] All Service Desk-related pages are not loading in IE 11 in JSD 3.3.2

            AUVESY IT made changes -
            Comment [ This is how it looks with JSD 4.12.0 and Jira 8.12.0

            Doesn't seem to be fixed.

            !image-2020-10-01-13-36-44-837.png! ]
            set-jac-bot made changes -
            Summary Original: All Service Desk related pages are not loading in IE 11 New: All Service Desk-related pages are not loading in IE 11 in JSD 3.3.2
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304057 ] New: JAC Bug Workflow v3 [ 3126120 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Owen made changes -
            Symptom Severity Original: Critical [ 14430 ] New: Severity 1 - Critical [ 15830 ]
            Nhi Nguyen (Inactive) made changes -
            Occurrence Factor New: 100% [ 12834 ]

            Shaun Goodwin added a comment -

            This issue still seems to exist in 3.8.1 ?

            Shaun Goodwin added a comment - This issue still seems to exist in 3.8.1 ?

            Stian Andre Markussen added a comment -

            Has the JIRA Service Desk for Cloud received this fix? We're seeing a similar issue with JSD Cloud.

            Stian Andre Markussen added a comment - Has the JIRA Service Desk for Cloud received this fix? We're seeing a similar issue with JSD Cloud.
            Andrzej Figas (Inactive) made changes -
            Remote Link Original: This issue links to "Page (Extranet)" [ 269015 ]
            peter made changes -
            Remote Link New: This issue links to "Page (Extranet)" [ 304467 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058016 ] New: JSD Bug Workflow v5 - TEMP [ 2304057 ]

              mmcmahon Matthew McMahon (Inactive)
              michin Michelle Chin
              Affected customers:
              47 This affects my team
              Watchers:
              61 Start watching this issue

                Created:
                Updated:
                Resolved: