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UPDATE! The community will be go into read-only on April 19, 8am Pacific in preparation for migration on April 21.Read more.
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Absent Member.

incident or change record results in long "lag" before completion of the display

In the past few months, an increasing number of our HPSM 9.32 users are reporting encountering a slowdown during display of tickets.

The behavior is that the user will either request a new change or incident ticket, or search for a specific change or incident ticket.


A portion of the form will display, then nothing. If the user moves the mouse, then a "Loading" box appears.

After 1-2 minutes, the box goes away and the form is then ready for use.


In a smaller number of cases, instead of the "Loading" box, a user sees a delay of maybe a half minute or more, and then gets a Java popup. Sometimes the popup says there is a problem with the security of the certificate.  Sometimes it says that there is a problem with a signature and the MANIFEST.

It varies from user to user and the popups are primarily seen when someone is doing a demo ... which is so odd.




1 Reply
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor


Which are the versions that you are using for the following:

- SM server

- SM webtier

- IE, Firefox browser?

- Tomcat?

- JRE?


These issues occur because of changes to the Java browser plug-in behavior when running a Java applet in a browser from before JRE1.7.21. 
Specifically, the security policy for JAR file manifest attributes was changed. Therefore, when being updated to the latest JRE, the security prompts will be received.

In the first scenario, the application is blocked by the Java security update because the JAR file manifest does not contain the Permissions attribute.
In the second scenario, the web site uses JavaScript code in conjunction with the Java application. Because of this,  the Caller-Allowable_Codebase  attribute in the JAR file manifest must be added.

For general information about what to do when seeing a Java security prompt, refer to the following web site:

For detailed information on these attributes, see the following web sites:


To resolve these issues, install the latest SM web tier hotfix/patch for your specific web tier version.
In the hotfix, affected applets will be repackaged with the specifications for the new manifest parameters. Contact HP support to request SC/SM specific webtier hotfix version.
To avoid the security prompt, check the “Do not show this again…” checkbox and then click Run. The prompt will not appear again.
End users are also recommended to upgrade to JRE 1.7.45 to avoid these issues. 
If you do not upgrade to JRE 1.7.45 and still remain on JRE1.7.21, after you click the blue shield prompt
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