Symptoms

When I open a versaSRS HelpDesk, the Call Details window is off-screen. I have manually moved the window back in view, and have performed a save+close on the window, however, next time I open the call the call details window has moved off-screen again.

Cause

This behaviour is the result of an issue with Internet Explorer 6 and does not occur when using Internet Explorer 7.

[Please Note; Internet Explorer 7 is a mimimum system requirement for v4.0.0 of versaSRS HelpDesk as detailed here; http://www.versadev.com/versasrsrequirements.aspx]

Resolution

A modification to a versaSRS HelpDesk javascript file can provide a workaround to address this issue with Internet Explorer 6.

Please do the following;

(1) On the Server where versaSRS HelpDesk is installed - Locate the file "library1.js" - For a default installation, located in C:\Program Files\VersaDev\VersaSRS\VersaSRS\scripts\)

(2) Make a BACKUP of this file before proceeding.

(3) Open "library1.js" using Windows notepad (notepad.exe), or similar text editing application, and locate the following section;

function loadWindowPos(name)
{
 var xy = getCookie(name);
 if (!xy) {
     return '';
 }

Insert the Text as shown in BOLD RED below;

function loadWindowPos(name)
{
return ";
 var xy = getCookie(name);
 if (!xy) {
     return '';
 }

(4) After making the above change, Save the "library1.js" file, ensuring not to change the file name or file extension.

(5) Completely clear your Internet Explorer Cache/Temporary Internet Files.

 

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