Questions section of request is missing

[Stuart Torres-Catmur]

SR00039184 has not pulled any of the procap data into the request.  We've been getting this every now and again for a month or so now, but we are unable replicate the behaviour in tests.

Do you have any idea what might be causing this please?  The BPM used in this case normally works fine.

[Victor]

6 minutes ago, Stuart Torres-Catmur said:

SR00039184 has not pulled any of the procap data into the request.

@Stuart Torres-Catmur how is this data supposed to appear on the request? Is it the "Questions" section of request missing or custom field mapping not working?

[Stuart Torres-Catmur]

@Victor

It's both.  The request has quite a few questions in it, some of which are mapped to populate the summary and description fields.  An example of it working is SR00040024

[Victor]

@Stuart Torres-Catmur ok, I'll have a look...

[Awalker]

@Victor I have just noticed the same on a request that has been raised. User was prompted to answer questions as part of the progressive capture, but then the Questions tab is not present on the request any longer. Please see screen grabs below, one is a release request from last week and another is from today.

 

 

[Victor]

@Awalker do you have the request reference for this and approx time when this request was raised, please?

[Awalker]

Just now, Victor said:

@Awalker do you have the request reference for this and approx time when this request was raised, please?

Hi @Victor, the request number is RM00000390 and was raised at 11:56:22 today.

[Guest]

@Awalker @Stuart Torres-Catmur We have logged a defect for this issue PM00151119. When you access our portal, you should be able to indicate that you are also affected because we have published this defect on the portal. 
In order to investigate this, in the next Service Manager update, we will increase the level of logging. After running the next Service Manager update, could you kindly provide us some example call references so that we check the logs.

Thanks

Pamela

[Stuart Torres-Catmur]

@Pamela

Thanks.  I've noted this and will let our super users know to flag up any instances of this occurring after we update Service Manager (probably next week)