[Problem using the 'log new incident' task in BPM after latest update]

Hi @sprasad

we are trying to replicate with no success the issue #1.

Is this something happening intermittently or its always the case?

For us to replicate, it could help some extra info about the progressive capture you're using, if you could give us some details we'd appreciate.

Kind Regards

 

Armando

 

 

 

[Problem using the 'log new incident' task in BPM after latest update]

improved performances an checks, plus additional input params  

 

[Problem using the 'log new incident' task in BPM after latest update]

Hi @Paul Alexander

great news.

The BPM operations to log new requests have been improved and released in this build, so it will trigger an error if the category you want to set on a request is invalid rather than logging a request with no category and you're unaware of it.

Yes, I suggest you double check also the other BPM operations logging new requests.

Regards

Armando

 

 

[Problem using the 'log new incident' task in BPM after latest update]

Hello @Paul Alexander

the error indicates that the specified request category (ID=13) does not exists.

May I ask to check if the category actually exists (in the table h_sys_profiles there should be a record with h_id = 13).
You shouldn't find it, hence the error. 
May you please check that in the BPM block creating the new incident is set a valid category ?
 

Regards

 

Armando

[Minor defect? The refresh button on an Asset list does not do anything]

Hi @Berto2002

the issue reported has been fixed. 

It will be available with the build after the next one.

 

Regards

 

Armando

[Defect? Update Software Asset node is missing Vendor, Product and Version (Create node has it)]

Hi @Berto2002

I think these 3 properties should be available when updating the asset.
I will mention this issue for fix. Apologies for the inconvenience.

Regards

Armando

[h_annual_maintenance_review_date]

Hi @Geoff Soper

that's a general property under the Financial Information section.

 

Regards

 

Armando

['Assigned to your team' email not being sent?]

Hi @Paul Alexander

that's great, thank you for confirming.

Armando

 

 

['Assigned to your team' email not being sent?]

Hi @Dan Munns

we are not able to replicate the issue mentioned above.

Just a question about the issue: when you assign a request to 'Service Team IT', does 'Service Team IT' gets notified too, or only 'Service Team' get the notification?

If you can raise a Support Request we can investigate further on your specific instance.

Thank you

Armando

['Assigned to your team' email not being sent?]

Hi @Vikki Cameron

thank you for confirming the issue has been fixed.

Regards

Armando

['Assigned to your team' email not being sent?]

@Dan Munns

yes the change has been rolled out to all instances.

I'm pretty sure the change rolled out is not the reason for the issue you're experiencing this morning, so it must be something else.

Thank you for reporting it. We will investigate and I'll get back to you.

Regards

Armando

 

['Assigned to your team' email not being sent?]

@Paul Alexander   @Daniella R. Goral   @Steven Anderson

we identified an issue with the operation to send email notification.

The issue has been fixed and a patch has been applied to your instances.

If you could confirm that the emails are now sent as expected, it would be appreciated.

 

Regards

Armando

['Assigned to your team' email not being sent?]

Hi @Paul Alexander

one more question please?

Can you confirm that the user assigning the request has the 'Email Sender' role please ?

 

Thank you

Armando

['Assigned to your team' email not being sent?]

Thank you @Paul Alexander

 

['Assigned to your team' email not being sent?]

@Paul Alexander, @Daniella R. Goral  @Steven Anderson

are you able to share one of the team name/id you experience the issue ?

As said above, we're unable to replicate the issue, so it would be useful to try and replicate with the same team name

Thank you

Armando

 

 

['Assigned to your team' email not being sent?]

Hi @Daniella R. Goral

I tend to believe that its the same issue, but of course we cannot be sure of this.

Lets see if we can find any issue after the first Support Request, if the fix does not solve the issue also on your instance then yes, we'd need another Support Request

 Regards

Armando

 

['Assigned to your team' email not being sent?]

Hi @Paul Alexander

we are not able to replicate the issue, so we need to investigate deeper especially because it happens with only 1 team.

Can you please raise a Support Request ?

Thank you

Armando

 

['Assigned to your team' email not being sent?]

@Paul Alexander

if the issue happens only for one team, then there must be an issue with loading the team members for that team.

As a general rule, if the user assigning the request belongs to the team, then he will NOT be notified. Only the other team members will be notified, if they account status is active and if they have a valid email address.

Can we please check these conditions are fulfilled please ?

Also, can you please check that the email template as defined into the app setting "guest.app.requests.notification.emailTemplate.groupAssignment" actually exists ?  Please note that the email template name is case sensitive, so if there is discrepancy between the app setting value and the template name then the operation will return a "templateNotFound" error and the email is not sent (this should not be the case if the notifications are sent to other teams though)

Regards

 

Armando

 

 

 

[Apostrophe in search for assets]

Hi @Paul Alexander

we identified an issue with the query to load the list of assets if the search term contains an apostrophe.
I will mention this issue to be fixed.
Apologies for the inconvenience.

Regards

Armando

[Asset Export only returns 11 records]

@JAquino@LouiseT

thank you for checking again and giving confirmation that the issue is fixed.

 

Regards

Armando

[Asset Export only returns 11 records]

Hi @LouiseT   @JAquino

if you can still see the issue, can you please raise a support request? 
We are unable to replicate it, so we need to investigate on your instance.

Thank you 

 

Armando

[Asset Export only returns 11 records]

Hi @JAquino @LouiseT

if you would like to confirm that the issue has been fixed it would be appreciated.

Should you still experience the issue, please try again after clearing the browser cache and logout/login again, to exclude any caching issues.

 

Regards

Armando

 

[Asset Export only returns 11 records]

Hi @JAquino  @LouiseT

we identified an issue and fixed it.
An automatic patch will be applied to your instance today.

Apologies for the inconvenience

Regards

Armando

 

[Asset Export only returns 11 records]

Hi @JAquino  @LouiseT

may I ask if its possible to post a screenshot of the back end call when you export the asset list please?
From your browser, if you press F12 and select the network tab, when you click on 'export' you should see and 'export' function being called, like in the screenshot

 

[Asset Export only returns 11 records]

Hi @LouiseT  @JAquino

we are trying to replicate the issue, with no success so far.
May you please specify which columns are you exporting, if not all ?
Also, I you can check for any error in the browser console when you export the assets, it could help.

Thank you 

Armando