Handling the transparent loader for customizations

On Progressive Web Application (PWA) screens, when you perform certain operations, such as creating or editing a ticket, a loader is displayed for a partial duration and not till the operation is completed. After the loader stops, you can perform other operations on the PWA screen even while the earlier operation is still in progress, resulting in errors. 

Starting with BMC Helix ITSM version 25.2.00, when you perform any of the following operations on a PWA screen, a transparent loader is displayed until the operation is completed, indicating that the operation is in progress. If a confirmation message is displayed on a ticket create page load, save, or edit operation, the transparent loader is disabled, allowing you to select an option on the confirmation message.

  • Create, view, or edit any ticket type, task, activity, or asset.
  • Create a release plan from a change request.
  • Create an incident or work order by using the Smart Recorder.
  • Copy a change request, release request, or asset.
  • Create a related incident, problem, known error, change, or work order.
  • View or edit a person profile.

If the operation takes more than 20 seconds to complete, a timeout message is displayed prompting you to refresh the page or wait until the operation is completed. 

The following active links are provided out-of-the-box for the transparent loader:

  • Active links with the suffix SV_SendEvent_DisableLoader are provided for all ticket types to send the PERFORM-ACTION-SEND-EVENT @ “DISABLE_LOADER” event from the out-of-the-box PWA views to the SHR:SV_TicketCreate and SHR:SV_TicketDisplay shared forms after a ticket create page load, create, view, or edit operation is completed. This event is captured, and the SHR:TKC:SV_DisableLoader or SHR:TKD:SV_DisableLoader active links trigger ENABLE-WAIT-CURSOR-ON-LONG-RUNNING-PROCESS 0 and 3 to disable the transparent loader.
  • Active links with the suffix SV_DisableLoader are provided to trigger ENABLE-WAIT-CURSOR-ON-LONG-RUNNING-PROCESS 0 and 3 to disable the transparent loader if a confirmation message is displayed on a ticket create page load, save, or edit operation.

To handle the transparent loader for customizations

  1. If you have created a new customized PWA view to create, view, or edit tickets, after you upgrade BMC Helix ITSM to version 25.2.00, perform one of the following steps in Developer Studio to disable the transparent loader after the ticket create page load, create, view, or edit operation is completed:
    • Create an overlay of the out-of-the-box active link with suffix SV_SendEvent_DisableLoader for the respective ticket types and update the Run if Qualification in the active link according to the new customized PWA view.
    • Create a custom active link to send the PERFORM-ACTION-SEND-EVENT @ “DISABLE_LOADER” event from the new customized PWA view to the SHR:SV_TicketCreate and SHR:SV_TicketDisplay shared forms.
  2. If you have created custom workflows to display a confirmation message for a ticket create page load, save, or edit operation, after you upgrade BMC Helix ITSM to version 25.2.00, perform one of the following steps in Developer Studio to disable the transparent loader and allow selecting an option on the confirmation message:
    • Trigger the out-of-the-box active link with suffix SV_DisableLoader before the confirmation message is displayed.
    • Create a custom active link similar to the out-of-the-box active link with suffix SV_DisableLoader to trigger run process actions (call ENABLE-WAIT-CURSOR-ON-LONG-RUNNING-PROCESS 0 and 3) before the confirmation message active link is triggered.

 

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