Kelvin Posted July 25, 2018 Share Posted July 25, 2018 I was building some new PCF today and noticed that you can create My question is what does this return? Is this a way of creating a custom form but with the sites field? If I try to run the PCF I get the following error Link to comment Share on other sites More sharing options...
Daniel Dekel Posted July 25, 2018 Share Posted July 25, 2018 Hello @Kelvin, Your configuration seem to be fine. Could you let us know what client are you using? live.hornbill.com, service.hornbill.com or customer.hornbill.com? Also, what kind of user are you using to login? Contact (guest), User or Basic user? Thank you, Daniel Link to comment Share on other sites More sharing options...
Kelvin Posted July 25, 2018 Author Share Posted July 25, 2018 @Daniel Dekel I am using https://live.hornbill.com/XXXXX and am logged in a myself (User) Link to comment Share on other sites More sharing options...
Daniel Dekel Posted July 25, 2018 Share Posted July 25, 2018 Thanks @Kelvin, We'll have a look. Will get get back to you as soon as we find something. Daniel. Link to comment Share on other sites More sharing options...
Kelvin Posted July 30, 2018 Author Share Posted July 30, 2018 @Daniel Dekel Morning, did you get any further with this? Link to comment Share on other sites More sharing options...
Daniel Dekel Posted July 30, 2018 Share Posted July 30, 2018 Hello @Kelvin, We can not find the problem. To be able to see the problem we will have to look at the logs. We made a change last week that will be rolled out in the next platform build (this Wednesday) that will allow us to see if there is an error in the log. Now, you have two options; One is to wait until Wed and then we can look at the errors and hopefully find it and fix if. The second option is to switch the DEBUG mode now (you can do it) but we will have to restart the server and the will have a down time of a few seconds. Customers will not be able to work during that time. Then we can look at errors if found. As you prefer. Let us know. Thanks. Daniel. Link to comment Share on other sites More sharing options...
Kelvin Posted July 30, 2018 Author Share Posted July 30, 2018 @Daniel DekelThanks for the update, the first option is fine. I was interested as this would allow us to reduce clicks so is not a major issue. Link to comment Share on other sites More sharing options...
Daniel Dekel Posted August 2, 2018 Share Posted August 2, 2018 Hi @Kelvin, Now that the platform has been upgraded, we need you to run at least once the same method to show the error. The error should be logged with the necessary information for us to look at this. Let me please know the exact time you made that so we can look at the same time in the log. Thanks, Daniel. Link to comment Share on other sites More sharing options...
Kelvin Posted August 2, 2018 Author Share Posted August 2, 2018 @Daniel Dekel I have just tested and recieved the following error. I was logged in as myself. Link to comment Share on other sites More sharing options...
Daniel Dekel Posted August 2, 2018 Share Posted August 2, 2018 Thanks @Kelvin. We'll have a look. Link to comment Share on other sites More sharing options...
Daniel Dekel Posted August 2, 2018 Share Posted August 2, 2018 Hi @Kelvin, We found that there can be a problem with your Progressive Capture configuration. Can you please do two things? 1. Make sure you have the latest version of Service Manager. 2. In the Admin Tool, remove the Site field, save the Progressive capture. Just in case, refresh the screen (press F5) and add the field back. Let me know if that worked. Thanks, Daniel. Link to comment Share on other sites More sharing options...
Kelvin Posted August 2, 2018 Author Share Posted August 2, 2018 @Daniel Dekel We are using Hornbill Service Manager 2.63.4 (1273) 2. I have removed, saved, refreshed, added, saved, refreshed and tested - still showing the same message - Time 13:50 Link to comment Share on other sites More sharing options...
Daniel Dekel Posted August 3, 2018 Share Posted August 3, 2018 @Kelvin, we did not abandon you. We are still trying to replicate this. Link to comment Share on other sites More sharing options...
Victor Posted August 7, 2018 Share Posted August 7, 2018 @Kelvin - do you still get this error? Link to comment Share on other sites More sharing options...
Kelvin Posted August 8, 2018 Author Share Posted August 8, 2018 @Victor - I have just tried again 07:52 and as soon as the form displays I get the same error. Link to comment Share on other sites More sharing options...
Daniel Dekel Posted August 8, 2018 Share Posted August 8, 2018 @Kelvin can you please tell us what browser do you use (Chrome/Firefox/Edge...) and what Operating System also? Also, is this only affecting you or other users in different machines? Thanks, Daniel Link to comment Share on other sites More sharing options...
Victor Posted August 8, 2018 Share Posted August 8, 2018 @Kelvin - as Daniel said, we have some troubles investigating this. Therefore I will have to raise a support request on your behalf and investigate further in more detail. You should receive a notification of this shortly. 1 Link to comment Share on other sites More sharing options...
Kelvin Posted August 8, 2018 Author Share Posted August 8, 2018 @Daniel Dekel @Victor I took the decision to reinstall Google Chrome as it was working in Edge and now it all works, sorry and thank you for the time you guys have spent looking into this. Link to comment Share on other sites More sharing options...
Daniel Dekel Posted August 8, 2018 Share Posted August 8, 2018 Thank you @Kelvin. Glad it is working now. Perhaps it was a Chrome extension that was making trouble. We find that sometimes in customers. Daniel. Link to comment Share on other sites More sharing options...
Victor Posted August 8, 2018 Share Posted August 8, 2018 @Kelvin ok, no worries happy to hear is working then. I have cancelled the support request. Link to comment Share on other sites More sharing options...
Aaron Summers Posted August 10, 2018 Share Posted August 10, 2018 @Daniel Dekel @VictorHello, as requested from Victor to post it on here for the same error show above but for one of my customer when he tried to raised a new starter request. please see below: Hope you do not mind me contacting you (Victor through message) directly as it the only user that have this issue out of over 1000s (basic users) in our system. He is a basic user and he never had any problems apart from when trying to raise a new starter request. This is his message: "Unable to progress a new starter request on the Portal. As soon as I go in to the first page of the request, a red error message comes up, which says: The specified remote query " does not exist. I can enter most of the details in the boxes, but when it asks for location, the drop down does not work and free text is not accepted. This is stopping me from completing the new starter request. Thanks" his role: I asked him to elaborate a bit more about the issue and whether he have the same error when try to raise on different services, his respond: "In response to Aaron's email:I only get the red error message on the New Starter Request - all other requests on the Portal seem to be OK. This only happened the other day when I tried to do it, I haven't had this message appear before, and I haven't had a problem entering all the info before." So I am a bit baffled of how or why this error appeared, he have been on regular basis raised new starter/leaver request for long period of time and never have any problem until yesterday (8th August 2018). He also raise incident about this error today without any issue. Hope with your brain, you would be able to see the error and inform me the solution Many thanks, Aaron Link to comment Share on other sites More sharing options...
samwoo Posted August 10, 2018 Share Posted August 10, 2018 @Aaron Summers - another customer has just reported this issue... This one appears to be related to when a user selects a Site using the Site Selection in the Custom PC Form. (I have another issue related to this logged on the forums where the site value when selected is only returning Site ID number instead of the Site Name) Link to comment Share on other sites More sharing options...
Aaron Summers Posted August 10, 2018 Share Posted August 10, 2018 @samwoo So it seems the big issues is surrounding Site whenever a customer raise a request? Also can you post your link onto here too? Link to comment Share on other sites More sharing options...
Daniel Dekel Posted August 13, 2018 Share Posted August 13, 2018 @Aaron Summers Hello, We are still unable to replicate this issue. Can you provide us with more details? What browser and Operating System does the Basic use? I understand this is the only Progressive Capture (PC) that he has a problem. Is there any other PC that has the Sites List dropdown or this is the only one? The previous customer that had this issue mentioned that he uninstalled Chrome and installed it again and it started working. I wonder if the customer has some Extension or Plugin in his browser that could interfere with our logic? Perhaps you can ask him also if he can disable the extensions/plugins and try again? Or try this with a different Browser? @samwoo, I think your case is different, correct me. You can still see the Sites List, but what you require is to store the Site Name rather than the Site ID in the answers, is that correct? In this case it would be a feature request and not a defect. Thanks, Daniel. Link to comment Share on other sites More sharing options...
samwoo Posted August 13, 2018 Share Posted August 13, 2018 @Daniel Dekel - you are correct my should be a feature and is not a defect for reference here is the post (Off topic: https://community.hornbill.com/topic/13391-pc-get-all-sites-populates-the-field-with-the-site-id-rather-than-the-site-name/) As for this issue there doesn't seem to be a pattern so I cannot find a way to replicate this issue. But I have a feeling that the users will need to clear their cache as it "appears" to have worked for one user who tried it (though that person did a hard refresh as well CTRL+F5 so maybe this is what fixed it). Question is... why is this happening all of a sudden and do we somehow need to clear everyone's cache? Link to comment Share on other sites More sharing options...
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