product defect Questions and answers not showing on some requests

[lee mcdermott]

Hi,

 

We seem to be getting a number of requests that when logged via the portal do not show the questions for the call when we look at them?

It was happening on a particular form a few times the other day. Now we have another called logged on a different form and all the question section is now missing from that one also?

 

Any ideas?

 

thanks

 

lee

[Steven Boardman]

Hi @lee mcdermott could you share some screen shots of the issue or a reference number i can ask the team to look into for you?

Thanks

Steve

[lee mcdermott]

@Steven Boardman

 

Hi screen shots attached and call reference numbers.

SR*37843 logged 18th april - no questions

SR*38186 logged 20th april - does have questions

SR*38208 logged 21st april - no questions

 

these are all on the same form logged via the service portal.

 

SR*37648 is an example of no questions again but for a different form. 

 

thanks 

 

lee

 

 

[Steven Boardman]

Thanks @lee mcdermott i'll ask one of the team to take a look at those requests 

[lee mcdermott]

@Steven Boardman

 

do you know if anyone managed to have a look at this one?

[Steve Giller]

Is this anything to do with the setting that hides unanswered questions?
I think it's app.request.questions.hideUnansweredQuestions?

[Victor]

@lee mcdermott if @DeadMeatGF suggestion is not the answer, may I ask you to raise a support request with us please so we can investigate: https://www.hornbill.com/support/

[lee mcdermott]

@DeadMeatGF

@Victor

 

No this is switched off. Basically it just doesn't show any of the questions on the call once it is logged.

 

I will raise a support request

Thanks

lee