Issue in Chrome

[RyanMesser]

Hi,

We have started to see this issue in Chrome with Hornbill when clicking the raise new button on the analyst portal (see attached image).  

Other browsers do not have this behavior, and if in Chrome you click the little drop down and select incident,request etc.. then the issue doesn't occur. 

Thanks

Ryan

[nasimg]

Still not clear why we even have two options forraising a request via the analyst (live) portal - hopefully someone here can let me know.

Nasim

[Steven Boardman]

@nasimg in one of the latest Service Manager updates we introduced an option to limit the Logging option to just the Raise New option and disable the drop down options:

This is in the admin console > Service Manager > Application Settings

@RyanMesser the error message is suggesting there is an issue with the progressive capture flow, which is lined to the Raise New option, and from what you have said the progressive capture flows seem to be ok for other options (Incident, Request etc), as such is it possible to check which progressive capture flow you have linked to Raise New - you can do this in the admin console > service manager > application settings:

In my instance this is New Request but it could be different in yours

 

Once you confirm this, could you take a look at the progressive capture flow and see if there is anything obvious in it's configuration which might be causing this error

Steve

[RyanMesser]

Hi Steve,

Apologies for slow response I will try this next week and see if it changes.

Thanks

 

Ryan

[RyanMesser]

Hi Steve,

I checked and we are using the default as you do have as above and the progressive capture hasn't changed, in different browsers its fine but this issue occurs seemingly sporadic so I don't believe it can be anything configuration wise? 

Ryan

[Steven Boardman]

@RyanMesser strange.

As it is sporadic, could you let us know when it occurs again and maybe share a screen shot from the admin console > system > monitor > log files and turn on the Error option - this might give us a better idea of any under lying issue

[RyanMesser]

Hi,

Finally had this happen again, when clicking Raise New - Incident it says the Progressive Capture is empty (it isn't as we use it all the time but today its started doing it). This was on Google Chrome, went to IE and the same error doesn't happen. 

Log files attached. 

<attachment removed by ADMIN>

 

[Victor]

@RyanMesser - please, do not attach files that contain sensitive information such as the logs from your instance in a public post. If we (Hornbill) needs to investigate something by reviewing the logs we can request them from our infrastructure team and access them in a secure and safe environment.

[Victor]

@RyanMesser -  if the issue still occurs in Chrome, can you please press F12 and look in the browser console if there are any errors?

[RyanMesser]

@Victor the error logs contain sensitive information? Wasn't aware of this. 

Not had it again when we do I will look in developer console on the effected machine.

Ryan

[Victor]

8 minutes ago, RyanMesser said:

@Victor the error logs contain sensitive information? Wasn't aware of this.

Yes, the logs can show the contents of DB queries or API calls parameters ... and any of these can potentially have confidential information...names, email addresses, the content of requests, etc..

[RyanMesser]

Will update the rest of the admin team we weren't aware of this.

Will post back when this issue happens again.

Ryan