CRM 9.1: 'Image Creation Failed' error After Tools Upgrade To 8.53 for charting images

(Doc ID 1941116.1)

Last updated on SEPTEMBER 12, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 and later
Information in this document applies to any platform.

Symptoms

On : 9.1 version, Other

ACTUAL BEHAVIOR
---------------
Customer added two pagelets to the HR Helpdesk Agent's Dashboard: "My Open Case SLA Status" and "My Case Backlog". Both pagelets show "Image Creation Failed'.

EXPECTED BEHAVIOR
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Pagelets should display details without error, with a chart diagram.

STEPS
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The issue can be reproduced at will with the following steps:
1. Log in.
2. Select ‘HR HelpDesk Manager Dashboard’ in the menu.
3. Click the ‘Personalize’ icon in the top right corner of the ‘Manager Case Backlog’ pagelet.
4. Select Business Unit equals ‘HRHDU’ then Save.
5. The error should display.

NOTE:  Issue can be seen for all CHART Images (Usually found under Helpdesk Manager or Agent Dashboards pagelets - loaded onto Homepage).
BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot view charts on pagelets

Cause

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