Alisha Posted June 1, 2018 Share Posted June 1, 2018 Hello, I have encountered a problem when testing progressive captures that use the override flag. Several of our categories have different progressive captures behind them. When I’m logging a new call from the Raise New button, complete some answers that use the override flag, and then click on the Previous button and select a different category, I cannot progress any further as I get the below error. This scenario could happen if, while the customer is talking, we discover that the fault is best logged under a different category. If I cancel the current request, go through the capture again and select the new category, this will work. However, this is not helpful as we would have lost the answers to questions already captured. Is it possible to clear the override flag answers when the Previous button is clicked on? (All the answers after the Previous button but not before.) Many thanks, Alisha Link to comment Share on other sites More sharing options...
Alisha Posted June 7, 2018 Author Share Posted June 7, 2018 Has anyone else experienced the same issue? Link to comment Share on other sites More sharing options...
Steven Boardman Posted June 11, 2018 Share Posted June 11, 2018 @Alisha i'll ask a colleague to take a look and comment here Link to comment Share on other sites More sharing options...
Miro Posted June 12, 2018 Share Posted June 12, 2018 Hi @Alisha I was able to replicate it and fix should be released next week (there is a chance for this week but can't promise you for 100%). Regards, Miro 1 Link to comment Share on other sites More sharing options...
Alisha Posted June 12, 2018 Author Share Posted June 12, 2018 @Miro Thank you very much! Link to comment Share on other sites More sharing options...
Miro Posted June 14, 2018 Share Posted June 14, 2018 @Alisha I think the fix for looped pro capture is already released. Could you confirm if it work? Link to comment Share on other sites More sharing options...
Alisha Posted June 14, 2018 Author Share Posted June 14, 2018 @Miro Thank you for the update. Unfortunately, I'm still receiving the same error message when going back and selecting a new category. I also can't select the original category again due to the same error. Link to comment Share on other sites More sharing options...
Miro Posted June 25, 2018 Share Posted June 25, 2018 @Alisha wonder if is possible that you create a simple flow that will replicate the issue and attach it here to post? Asking for this as the problem should be fixed and I can't find any reason it still exist. Link to comment Share on other sites More sharing options...
BobbyB Posted June 27, 2018 Share Posted June 27, 2018 Miro, I can confirm this is still occurring. In a simple capture, using the category option, we select the category. Click 'next' and we are taken to the next page. If on this page we want to change that category we select 'previous'. After changing the category and selecting 'next' we receive the following error: Link to comment Share on other sites More sharing options...
Alisha Posted June 28, 2018 Author Share Posted June 28, 2018 @Miro Please see example below. BobbyB has described the issue above. Link to comment Share on other sites More sharing options...
Miro Posted June 29, 2018 Share Posted June 29, 2018 @Alisha @BobbyB this message could be displayed only if you switch flows. Could you confirm that is not such situation: You have at least 2 flows A, B. You start with A and then switching (continue) to B. And now if user loop back to A->B->A then this error is thrown. I hope I didn't mess here and explained it clear. Could you confirm is not that case and loop doesn't occurs? Link to comment Share on other sites More sharing options...
Alisha Posted July 3, 2018 Author Share Posted July 3, 2018 Hi @Miro Our captures are set up like the below. We have one main capture to gather all the basic details, which then goes to a second capture that branches off to further captures. The loop error occurs when we go back and select a different category when logging a request. Many thanks, Alisha Link to comment Share on other sites More sharing options...
Alisha Posted July 4, 2018 Author Share Posted July 4, 2018 @Miro Just to add, the looping does not occur when we change 'Process To Run' from Variable to Process, but this increases the number of Switch Capture nodes on one capture, which is not so ideal since we have so many separate captures. Link to comment Share on other sites More sharing options...
Alisha Posted September 13, 2018 Author Share Posted September 13, 2018 @Miro We are still having this issue and I'm not sure what's going on. Link to comment Share on other sites More sharing options...
Miro Posted September 13, 2018 Share Posted September 13, 2018 @Alisha really sorry that is taking so long. Not sure how we can do it but I think I need to see this for better understanding - kind of screen share or similar. I think I'm missing something really fundamental here and that is the reason why I can't fix it. Will talk tomorrow to @Victor to see what are available options. Link to comment Share on other sites More sharing options...
Victor Posted September 13, 2018 Share Posted September 13, 2018 7 minutes ago, Miro said: Will talk tomorrow to @Victor to see what are available options. 1 Link to comment Share on other sites More sharing options...
Alisha Posted September 26, 2018 Author Share Posted September 26, 2018 Hi @Miro, Do you have an update on this please? Many thanks, Alisha Link to comment Share on other sites More sharing options...
Miro Posted September 26, 2018 Share Posted September 26, 2018 @Alisha without Victor I can't make it. @Victor I know that you are busy but definitely need your help with this one as I can't replicate the problem. Link to comment Share on other sites More sharing options...
Victor Posted September 26, 2018 Share Posted September 26, 2018 @Alisha - please raise a support request to investigate this. Otherwise, given this is a busy time, I might not be able to come back to this very soon... Link to comment Share on other sites More sharing options...
Miro Posted October 17, 2018 Share Posted October 17, 2018 Hi @Alisha I think I've found what is wrong. When you are comparing category name you need to fix subcategory separator. So you have something like Category name == "Category/A>XYZ" and you actually need to do it like follow: Category name == "Category/A->XYZ" So as you can see there is missing "-" (minus). Categories and subcategories are separated with "->" (not ">"). I did it and it started working for me. Let me know if that fixed the issue for you. The is one last bit I'm interested to know. In last branch if there is NO MATCH - it's pointing to next node named "THE END" - wasn't it making loop? PS. Please also rename capture names you are pointing to with same fix. Link to comment Share on other sites More sharing options...
Alisha Posted October 18, 2018 Author Share Posted October 18, 2018 Hi @Miro, Unfortunately this did not work. We had to re-name all our captures following the advice in this thread: I added the "-" as suggested, but that stopped the flow to the next capture. Link to comment Share on other sites More sharing options...
Miro Posted October 18, 2018 Share Posted October 18, 2018 @Alisha ahhh indeed, you can also update code separator, completely forgot about this bit! Anyway if this won't work for you let me continue investigation... Link to comment Share on other sites More sharing options...
Miro Posted October 18, 2018 Share Posted October 18, 2018 @Alisha I think I have something but first need to make sure that this is the case. I noticed that you have request category doubled in your flows. Is that possible that you remove it from the FIRST one? 1 Link to comment Share on other sites More sharing options...
Alisha Posted October 19, 2018 Author Share Posted October 19, 2018 Thank you @Miro, this worked! Link to comment Share on other sites More sharing options...
Miro Posted October 19, 2018 Share Posted October 19, 2018 @Alisha finally! At the moment there is a limitation with pro capture were it should not start with branch and unfortunately we have this situation. You had twice request category so it's been removed from second flow. This cause that flow looks like: ... Preferred Contact -> Request category -> SWITCH -> BRANCH -> SWITCH -> 3rd flow... In red "Switch -> Branch" represents second flow that has no form at the beginning because it was automatically removed (found doubled). So solution was to remove request category from first flow and this change flow to be split like this: ... Preferred Contact -> SWITCH -> Request category -> BRANCH -> SWITCH -> 3rd flow... Anyway glad that I can help and sorry that it took so much time but it wasn't easy to find it. Pro capture can be done in so many different configurations... Link to comment Share on other sites More sharing options...
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