Guest Paul Alexander Posted September 3, 2018 Share Posted September 3, 2018 hello we've got some tickets which have been logged today which don't seem to have pulled in the custom field data. (For anyone who can see it, some call refs are SR00053981 and SR00054053). We've only noticed these because one of them sends an email with data drawn in from the custom fields, but these fields are showing as {{.H_custom_n}} (for instance) when the question which SHOULD be in this custom field HAS definitely been filled out in the progressive capture (the data is showing in the questions tab of the ticket). This is causing one or two problems....so could someone let me know if this is something going on on our instance please? Other tickets of the same type ARE being logged and updated correctly so it's a bit intermittent.... thanks Paul Link to comment Share on other sites More sharing options...
Victor Posted September 3, 2018 Share Posted September 3, 2018 @Paul Alexander - are these mapped fields in PCF? Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted September 3, 2018 Share Posted September 3, 2018 @Victor - yes. They've worked perfectly for months, just not today (sometimes) Link to comment Share on other sites More sharing options...
Victor Posted September 3, 2018 Share Posted September 3, 2018 @Paul Alexander - I've seen this recently but there was nothing wrong with the system when I looked so I thought it was just a glitch... I'll investigate... P.S. So is not only you Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted September 4, 2018 Share Posted September 4, 2018 Hello...any news on this please as it's still happening every now and then.... thanks Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 4, 2018 Share Posted September 4, 2018 We are also affected by this. We applied Service Manager build 1306 last night but also had automated platform update to build 2936 as well, so not sure which one has triggered it. Cheers Martyn Link to comment Share on other sites More sharing options...
Victor Posted September 4, 2018 Share Posted September 4, 2018 @Martyn Houghton @Paul Alexander - it was the application (SM 1306) Working on this... Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 4, 2018 Share Posted September 4, 2018 @Victor Thanks for confirming which was the cause. Cheers Martyn Link to comment Share on other sites More sharing options...
HHH Posted September 4, 2018 Share Posted September 4, 2018 We have a similar or same problem. We have fields in custom forms named (field ID) h_summary and h_description, prior to 1306 these automatically populate summary and description in the request. This is no longer the case. Link to comment Share on other sites More sharing options...
Victor Posted September 4, 2018 Share Posted September 4, 2018 @Paul Alexander @Martyn Houghton @HHH - our dev team identified the cause for the issue and working on a fix. The fix will be included in a patch update that will be deployed soon afterward. We will let you know when this is available. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 4, 2018 Share Posted September 4, 2018 @Victor Thanks for the update. Cheers Martyn Link to comment Share on other sites More sharing options...
Victor Posted September 4, 2018 Share Posted September 4, 2018 @Paul Alexander @Martyn Houghton @HHH Fix has now been deployed: Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 4, 2018 Share Posted September 4, 2018 @Victor Does this address our other linked issue of the BPM not being able to set the priority? Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted September 4, 2018 Share Posted September 4, 2018 Cheers @Victor....on a POSSIBLY related topic....in the request list, all the 'owners' names are now showing as the analyst's username (AlexpandrP for instance) where I'm SURE that a few minutes ago it was showing as their 'name' (Paul Alexander).......is this related?! thanks Link to comment Share on other sites More sharing options...
Victor Posted September 4, 2018 Share Posted September 4, 2018 @Martyn Houghton - Yes (PM00152685) Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 4, 2018 Share Posted September 4, 2018 @Victor Thanks for confirming. And I check the request list as well Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted September 4, 2018 Share Posted September 4, 2018 3 minutes ago, Paul Alexander said: Cheers @Victor....on a POSSIBLY related topic....in the request list, all the 'owners' names are now showing as the analyst's username (AlexpandrP for instance) where I'm SURE that a few minutes ago it was showing as their 'name' (Paul Alexander).......is this related?! thanks And by AlexpandrP I obviously mean AlexanderP - I CAN spell my own name...honest.... Link to comment Share on other sites More sharing options...
Victor Posted September 4, 2018 Share Posted September 4, 2018 That's me today ... 1 Link to comment Share on other sites More sharing options...
Victor Posted September 4, 2018 Share Posted September 4, 2018 @Paul Alexander - I double checked now and the owner in the request list should display the user handle... is this not the case for you? Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted September 5, 2018 Share Posted September 5, 2018 15 hours ago, Victor said: @Paul Alexander - I double checked now and the owner in the request list should display the user handle... is this not the case for you? Hi @Victor ......yes, it's NOW showing the user handle.....honestly though, it wasn't yesterday! (You've 'fixed' it haven't you!?). Cheers Link to comment Share on other sites More sharing options...
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