Guest Paul Alexander Posted August 9, 2017 Share Posted August 9, 2017 This is a little weird....but I've just found an Incident which shouldn't be an incident... We have a CI on our portal which logs a Service Request for software procurement. I've just found a request which was logged using this CI a couple of days ago which has all the correct information in it, and has been assigned to the correct team and is following the correct BPM etc, however rather than being logged as an SR, it is logged as an incident instead. This isn't necessarily causing any problems at the moment, but I'm curious as to why it's happened, and whether there's something else going on which MAY cause problems in the future? If Hornbill wants to take a look, it's IN00006873 in our instance. thanks Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 9, 2017 Share Posted August 9, 2017 Hi @Paul Alexander The team are doing an investigation to see if they can find any reason for this happening. We will update this post once we have a bit more to feed back. Regards, James Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 17, 2017 Share Posted November 17, 2017 HI @James Ainsworth I'm pretty sure this hasn't happened for a while (I certainly haven't been told about it) but we've just had another SR logged as an IN from our portal. The call ref is IN00015942. Could someone take a look please and see why it's happened? thanks Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted December 6, 2017 Share Posted December 6, 2017 Hi @James Ainsworth This has just happened again: IN00018421 should have been logged as an SR rather than an incident Any ideas please? thanks Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 7, 2017 Share Posted December 7, 2017 Hi @Paul Alexander Thanks for reporting this. We have had continual investigation into this. It has been a challenge as the occurrences are rare and there doesn't seem to be any steps that have been found to replicate the issue. I've fed back to the development team that you have posted this. We will continue to look into this. James Link to comment Share on other sites More sharing options...
Claire Holtham Posted December 7, 2017 Share Posted December 7, 2017 Just fyi we get that too (you're not alone). Hornbill are already looking into it for us. Link to comment Share on other sites More sharing options...
Victor Posted December 7, 2017 Share Posted December 7, 2017 @Paul Alexander @Claire Holtham yes, we know we have several customers who noticed this. As James advised, it seems to be a random behavior and the issue defies all code logic... we had our dev team spending a great deal of time investigating each line of code and we simply can't figure out how this might happen... the code logic simply says it's impossible! The only issue is the request type... everything else behaves as expected: the service, that catalog item, the process... is just this request type for some, yet unknown, reason changes... we have tried many scenarios to try and see if we can replicate it somehow without any success so far... ... The issue is also intermittent and without any sort of clear pattern which makes it very difficult to establish a certain scenario... we are pretty much looking for the needle in the haystack... ... This does not mean we will not continue investigating but I fear it won't be fast and it won't be easy to find out what's happening Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 31, 2018 Share Posted January 31, 2018 We have managed to identify a particular scenario within Progressive Capture where on the Services Form, if you have multiple Request Catalog Items available and these are defined against different request types, if a user clicks on more than one of these Request Catalog Items prior to selecting Next, in some circumstances the request type of a previously selected Request Catalog Item is stored and used rather than that last Request Catalog Item selected. A fix has been provided for this particular scenario and will be available in the next update. We can't say yet whether this is the exact same issue that has been reported and if this fix will prevent this from happening again, but it does sound promising. Once this is available we will be interested to hear of any more occurrences of the wrong request type being raised or better yet if you feel that it is no longer happening. Regards, James Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted February 8, 2018 Share Posted February 8, 2018 Hi @James Ainsworth Just when you thought it was safe......we've just had another SR logged as an IN unfortunately...... IN00024118 should have been an SR. It was logged through the Portal, and we've not had any problems with these tickets before. thanks Paul Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted April 12, 2018 Share Posted April 12, 2018 Hi @James Ainsworth I've just noticed another IN which was raised as a Service Request through the Portal: IN00029438 (again...it's not a huge problem) thanks Link to comment Share on other sites More sharing options...
Victor Posted April 12, 2018 Share Posted April 12, 2018 @Paul Alexander this would be something for support to look at I'll investigate and get back to you. May I ask you to raise a support request with us on this issue, please? Link to comment Share on other sites More sharing options...
Victor Posted April 24, 2018 Share Posted April 24, 2018 @Paul Alexander just an FYI, we have found the cause of the issue and fixed it. Fix will be available in (possibly) next SM build (if not, it will be included in the one after) Link to comment Share on other sites More sharing options...
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