Knowledge List form pagination not allowing page selection or go-to-end

Document ID:  TEC1947485
Last Modified Date:  08/01/2017
{{active ? 'Hide' : 'Show'}} Technical Document Details

Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:12.9 CA SDM
  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:17.0

Components

  • UNICENTER SERVICE DESK RXX:USRD
  • Svc Desk KT:SDKT
Issue:

When searching knowledge, if results return more than 100 records, the pagination on the list form has two problems: (1) it does not allow you to type a page number in the box to go to a specific page, and (2) there is no arrow button to go to the last page.

Environment:
CA Service Desk Manager - All Versions
Cause:

This is due to a technical limitation on the EBR (knowledge search) functionality where large result-sets are returned.

Resolution:

This is not a defect, but rather was designed this way purposely to avoid a problem that could occur where knowledge searches wont return proper results.  This is due to a technical limitation on the EBR (knowledge search) functionality where large result-sets are returned. What occurs is that the EBR daemon doesn't return the document count for more than 100 records upon a search, so Freeaccess.spl and Webengine returns 999999999 as the indefinite size. On the UI side, javascript code (in Resultset.js) is specifically written to handle this situation (when the indefinite count is returned as 999999999) and thus it hides the "last page" icon from page navigation bar, along with disabling the page number field as well. This prevents the condition for which the problem, due to the limitation, from occurring.

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