HTML Service Desk Hotfix (4299075)

With the KACE Systems Management Appliance (SMA) release version 9.1 HTML support was added to the Service Desk. HTML anomalies exist due to non-standard practices from specific applications and in specific situations.  Due to the fact that this hotfix addresses multiple small situations, the full list of symptoms and root causes may be overwhelming for one article.

If the SMA is experiencing odd spacing, characters, email notifications, text issues, or other formatting issues, please see the resolution section below.

Note: If the Service Desk Hotfix is applied and formatting issues still exist, it will be necessary to contact technical support. Please refer to the resolution section for a hyperlink and instructions.

Note: The Service Desk Hotfix causes the SMA to REBOOT. Please plan accordingly and make sure to have a full backup off of the appliance prior to applying the hotfix.

To apply the Service Desk Hotfix:

1. Download the attachment at the bottom of this article
2. Plan downtime and complete below at the start of that downtime
3. Go to Settings | Backup Settings and click Run Now
   1. Complete a full backup
   2. Once completed and confirmed complete, remove the backup from the SMA to a network location
4. Go to Settings | Appliance Updates | Manually Update | Choose File
   1. Navigate to the file downloaded in step 1
5. Click on Update after choosing the Service Desk Hotfix

Once the box is back up from the reboot, test the formatting issue again.

If formatting issues still exist, please gather the following:

1. Source code for submitting the ticket
   1. If the ticket was created directly via the Webui, state that fact and include browser information
   2. If the ticket was created via Email, please ask the original submitter to save that sent email as an attachment
   3. If the ticket was created via a tool/text editor/rule, include all relevant information and source code
2. Screen shot of the ticket as seen in the Webui
   1. Show clearly the formatting issue
   2. Include a screen shot of another past ticket without the issue
3. Include the appliance activity logs (server logs)
4. Include a date and time the ticket was created
5. Include the ticket ID

To expedite your request, please gather the requested details above and include them when contacting technical support.