iOS App doesn't pull through Teams or Analysts when assigning cases via the App

[JO_7001]

I have recently started using the Service Manager iOS app and I have noticed that when trying to assign calls the 2 drop down menus to select Team and Analyst are blank and when I go back to the previous screen within the app and go back to the Assign Call the drop downs then show up as [undefined]. I have attached a couple of images for clarity.

Would this only be applicable to our instance or is this a wider issue with the app itself?

 

 

[Victor]

@JO_7001 in the first instance can you please tell me what version/build you have installed for the mobile app?

[JO_7001]

@Victor I currently have the following version of the mobile app installed on my phone

 

Client Version 2.4.1 (Build 1781)

 

[Victor]

@JO_7001 ok, this is the latest version... hmm... does this happen to any request you assign or only some requests? wondering if there is something specific to request that would cause this...

I have tried this version and could not replicate the issue myself  

[JO_7001]

@Victor Thank you for looking and trying to replicate, it seems to happen to any existing case that has been logged either by us as the Analyst or by the Customer using either the Self Service Portal or by emailing our Service Desk. I will delete the app and remove my device from the settings and enroll it again and see if that makes any difference.

[Victor]

17 minutes ago, JO_7001 said:

I will delete the app and remove my device from the settings and enroll it again and see if that makes any difference.

Worth a try, thanks  

[JO_7001]

@Victor Just deleted and registered the device via the Instance Name and via QR Code and unfortunately it is the same issue, when trying to assign a case from the iOS app the Team and Analyst drop downs are blank

[Victor]

@JO_7001 quick question, do you get the same sort of issue if you attempt to assign from the user app? (not the mobile app I mean)

[JO_7001]

@Victor Sorry can you elaborate on the User app? I am only aware of the Hornbill app on the App Store

[Victor]

@JO_7001 sorry, what I meant by "user app" is when you use Hornbill via a browser rather than from the mobile app... in other words, when you access Hornbill from your computer via the browser (which is also possible via the browser from a mobile device)

[JO_7001]

@Victor using a web browser to assign the cases works absolutely fine both on the computer and via the mobile, it just seems to be localised to the app

[Victor]

@JO_7001 ok, thanks for confirmation... one more thing if you don't mind, what iOS version you are on?

[JO_7001]

@Victor I am currently running on iOS 11.4