Service Manager Update 1383 - Analysts unable to search

[Ann-MarieHolloway]

Updated by admin On 19-11-2018 16:53:49

Release Date: 13-11-2018 14:37:35 (Build: 1383)

I updated Service Manager to version 1383 on 19/11/18 and today analysts are reporting they are unable to search for tickets.

When a ticket number is entered, it brings back a 0 results page, however when I search for a ticket I am able to access the call.  Is there a known error with this function since the update, or simply a role I need to allocate analysts?

 

Many Thanks

Ann-Marie

[Victor]

@Ann-MarieJones how is the search being performed? Are you (and the analysts) using Global search? Do you have some examples we can have a look at?

[Ann-MarieHolloway]

Hi Victor,

Yes, everyone is using the Global search, an example is as follows:

As you can see, I am able to search and select the results, however other analysts receive a 0 results page.

I have asked users to log out/log in and try different browsers, however IE and Google Chrome have the same results.

[Victor]

@Ann-MarieJones can I ask you something please: can you perform this search where you get results. Make a note of the exact time when the search was performed. Then ask an analyst (who does not get results back) to perform the same search. Again, make a note of the exact time the search was performed. Then give me these times so I can trace the search action in the logs and see if there is any indication of why this happens...

[Ann-MarieHolloway]

Thank you Victor,

I carried out a search for SR*10246 at 10:35 this morning with the following result:

 

My colleague Michael Leonard carried out the same search at the same time with the following result:

[Victor]

@Ann-MarieJones ok, thanks... and can you confirm that Michael has visibility rights to this request?

[Ann-MarieHolloway]

Yes, all analysts had visibility rights as of yesterday before the update.

[Ann-MarieHolloway]

i have provided a couple of users with Service Desk Admin role and they are now able to search for calls and have access to all call types

This role was not required previously as it  includes, an elevated visibility to Requests and associated actions.  As a work around, I can add this role to our analysts.

 

 

[Victor]

@Ann-MarieJones thanks for the info. I'll do some investigation into this, please bear with me. Our dev team is aware of this and they also looking into it. Will come back with more info.

[Ann-MarieHolloway]

Good Morning Victor,

We have also appear to have an intermittent issue with searching for assets to link to calls.

[Ann-MarieHolloway]

Hi Victor,

Do you happen to have an update for this issue?

Many Thanks

Ann-Marie

[Victor]

@Ann-MarieJones no updates yet, I have asked our dev team to confirm some changes and fixes... Because it was a long time between the SM updates in your instance it might be that case the functionality changed (fixed) in many places which is why it appears now that is "not working". I'll come back here once I hear back from dev team...

[Ann-MarieHolloway]

Good Morning Victor,

Do you happen to have an update for this issue, as the Service Desk Admin role provides too many rights for normal users, therefore I would like to remove it?

Ann-Marie

[Ann-MarieHolloway]

Unfortunately, it would appear we are unable to search, even with the Service Desk Admin role:

[Ann-MarieHolloway]

6 minutes ago, Ann-MarieJones said:

Unfortunately, it would appear we are unable to search, even with the Service Desk Admin role:

[Victor]

@Ann-MarieJones - I have asked our infrastructure and platform dev teams to look into this. Will get back to you ASAP.

[Ann-MarieHolloway]

Thank you Victor, just to add to the issue it would appear we are also unable to link calls.

 

[Victor]

Yes because searching is affected... dev team still looking into this...

[Ann-MarieHolloway]

Morning Victor,

Is it worth us installing Hornbills latest update, in an attempt to resolve this issue?

[Ann-MarieHolloway]

We have updated Service Manager to the latest version Build 1394, however it has not resolved the search issue

[Victor]

@Ann-MarieJones - apologies for the late reply... Updating to latest build would have not resolved this. Firstly, the update only fixed a specific issue in the business process, second, there is platform-application investigation carried out by dev team to see how we can sort this out. It is still being investigated. I am really sorry for the troubles this causes...

[Ann-MarieHolloway]

Hi @Victor

is it worth us rolling back and installing each update incrementally?

[Victor]

1 minute ago, Ann-MarieJones said:

is it worth us rolling back and installing each update incrementally?

Er...no. Hornbill platform and its applications (Service Manager is an application) do not work like this... there is no concept of "roll back" and no concept of "incremental update"...

From what I can see now, only the Knowledge Centre searching is affected, searching for requests using Global Search should work fine...

[Ann-MarieHolloway]

All analysts are currently unable to carry out global searches and are unable to link calls.  The page is simply hanging and we are still receiving the error message.

 

Also, our 2nd instance is working correctly.

[Geoff Soper]

Following the update yesterday we are still unable to carry out global searches and link calls.