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HP Service Manager(SM) non-Process Designer (non-PD) workflow, CI Visualization ...
Title :
HP Service Manager(SM) non-Process Designer (non-PD) workflow, CI Visualization and telephony cannot work in Chrome version 42 or later by default
Document ID :
KM01585680
Product - Version:
service manager ;
OS :
Updated :
Mon May 25 10:16:58 GMT 2015
Summary :
SM non-PD workflow, CI Visualization and telephony are implemented with java applet technology that relies on NPAPI in browser to run. However, NPAPI support is disabled by default in Chrome from version 42. Workaround to run these SM components is provided in this document.

 Problem

HP Service Manager(SM) non-Process Designer (non-PD) workflow, CI Visualization and telephony cannot work in Chrome version 42 or later by default.

·        Chrome displays non-PD workflows as follows.

non-PD workflow

 

·        Chrome displays CI Visualization diagram as follows.

CIVisualizationDiagram

 

·        For telephony, it simply stops working and new interaction cannot be opened via DDE anymore.

 

For these issues, you must follow the steps provided in the workaround section to resolve them.

However, these issues does not exist in IE and Firefox, you can use these SM components in IE and Firefox as usual.

Impact Scope

SM 9.33 and later versions are impacted by this problem since SM started to support Chrome from version 9.33.

Cause

SM non-PD workflow, CI Visualization and telephony are implemented with java applet technology that relies on NPAPI in browser to run. NPAPI support is disabled by default in Chrome in April 2015 (Chrome 42) and one override is provided to re-enable the NPAPI. However, from September 2015 (Chrome 45) both the override and NPAPI support will be permanently removed from Chrome (See http://blog.chromium.org/2014/11/the-final-countdown-for-npapi.html  for reference).

When your Chrome is upgraded to version 42, you have to re-enable NPAPI via the override provided by Chrome to make SM non-PD workflow, CI Visualization and telephony work (See below workaround section for detail).

If your Chrome is upgraded to version 45 or later, SM non-PD workflow, CI Visualization and telephony will simply stop working due to the fact NPAPI is permanently removed from Chrome. So we recommend that you keep Chrome below version 45.

 Workaround

You need to enable NPAPI manually and keep Chrome below version 45 to make SM non-PD workflow, CI Visualization, telephony work correctly.

If you are using Chrome version 42, you can follow the steps below to enable NPAPI:

1.      In your URL bar, enter:

chrome://flags/#enable-npapi

2.      Click the Enable link for the Enable NPAPI configuration option.

3.      Click the Relaunch button that now appears at the bottom of the configuration page.

 If you are Enterprise administrator of Chrome version 42, you can enable NPAPI java plugin by adding “java” to EnabledPlugins policy list.

 For Chrome version 45 or later, no workaround is available to enable NPAPI to make SM non-PD workflow, CI Visualization and telephony work. So we suggest that you keep your Chrome below version 45 or use IE/Firefox instead. You can follow https://www.chromium.org/administrators/turning-off-auto-updates to turn off auto updates in Chrome.