Stuart Torres-Catmur Posted May 17, 2018 Share Posted May 17, 2018 User Nick_Cornell cannot update requests he has logged on the Self Service Portal. Nobody else seems to have this problem. Could it be related to the underscore in his username? Link to comment Share on other sites More sharing options...
Victor Posted May 18, 2018 Share Posted May 18, 2018 @Stuart Torres-Catmur I don't think the underscore would be the cause for this... when you say he can't update, does it mean the action/button for update is not visible/available or he does perform the action but the timeline is not created? If the latter, can you give me an example of a request and approximate time when the user tried to do this? Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted May 22, 2018 Author Share Posted May 22, 2018 @Victor The update button does not work. The user enters text into the update window, which normally sets the update button as available (i.e. brighter in colour). This isn't happening. The button doesn't do anything when clicked. User has tried on various devices and both IE and Chrome browsers. Link to comment Share on other sites More sharing options...
Victor Posted June 5, 2018 Share Posted June 5, 2018 @Stuart Torres-Catmur apologies for the delayed reply. Does the issue still occur for the user? Can you confirm I understand this right that when the user enters the text in the update window, the update button does not enable (brightens) as in the screenshot and remains disabled? Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted June 6, 2018 Author Share Posted June 6, 2018 @Victor Correct sir! Link to comment Share on other sites More sharing options...
Victor Posted June 6, 2018 Share Posted June 6, 2018 @Stuart Torres-Catmur hmm.... only thing that comes to mind which would possibly cause this is the "Automatic Backups" feature but this is not available for a basic user so ... ... hmm... can you ask the user to replicate the issue in Chrome and before it replicates, open the browser dev console (press key F12) and then replicate... I am curios is there are any errors in the console there... Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted June 13, 2018 Author Share Posted June 13, 2018 @Victor I've done Chrome > F12 and got the attached results. does this help? Link to comment Share on other sites More sharing options...
Victor Posted June 13, 2018 Share Posted June 13, 2018 @Stuart Torres-Catmur hmm... not sure... the error shown here does not seem to be from Hornbill but from Skype... do you have any extensions active in your browser? Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted June 25, 2018 Author Share Posted June 25, 2018 @Victor Our customer with this issue has now confirmed he can use the Update feature when in Chrome browser. Still a problem in IE11. I don't know whether updating the Service Manager software had anything to do with this. I suspect not, unless the button scripting has been changed. Thanks for your help with this one. Link to comment Share on other sites More sharing options...
Victor Posted June 25, 2018 Share Posted June 25, 2018 1 minute ago, Stuart Torres-Catmur said: I don't know whether updating the Service Manager software had anything to do with this. I suspect not, unless the button scripting has been changed. @Stuart Torres-Catmur no, the behavior hasn't changed as far as I am aware... ... I am still curious to see if the customer has any browser extensions... for example, I have been using Grammarly extension (because my typing is horrendous) and this caused some various issues with Hornbill... Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted June 25, 2018 Author Share Posted June 25, 2018 @Victor He does have MS Lync extensions enabled, but I think that's probably standard for most of us Link to comment Share on other sites More sharing options...
Victor Posted June 25, 2018 Share Posted June 25, 2018 @Stuart Torres-Catmur ok, I assume you also have this extension enabled and the issue does not occur for you, right? Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted June 25, 2018 Author Share Posted June 25, 2018 @Victor Yup! Link to comment Share on other sites More sharing options...
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