Problem updating an asset

[Guest Paul Alexander]

We have some software assets for a bit of software called BlueBeam. 

In these assets we use the Product ID field to hold the...er.....Product ID (funnily enough!)

This particular piece of software uses the same Product ID for each asset, and that ID should be 6807629. This number was added to each asset as it was created. 

For some reason, SOME of these Product ID's have changed to the number 4. This wasn't done manually, and we can't see how it's happened (it's not on ALL of the assets of the same type).

 

 

If I open up one of these assets and try to change the Product ID manually, then click the 'tick' it reverts back to 4 straight away:

 

 

 

 

Any idea why 1) this was updated in the first place,  2) why only SOME of the assets have updated and 3) why I can't change it back please?

 

thanks

 

 

[ArmandoDM]

Hi @Paul Alexander

we could replicate this issue and we are looking into it.

As far as we can see, this issue is related to the logic we use when postprocessing the data loaded from the database; the value in the database is stored correctly but not displayed as it should.

Can you please double check if the value of the product ID in the asset table is correct  (h_itsm_assets.h_product_id) ?

Regards

Armando  

 

[Guest Paul Alexander]

Hi @ArmandoDM

 

We have a mixture in the assets table too:

[ArmandoDM]

Hi @Paul Alexander

this will require further investigation; as your organisation is subscribed to Hornbill's Premier Success plan, you can raise this with our Support team who will investigate this and provide you with regular updates. I'm sure you have these details already; you can raise a Support request through https://www.hornbill.com/support. 

 

Regards

Armando

[Deen]

@Paul Alexander build 1550 of Service Manager is now available and contains a fix for this issue:

Taking the update should correct the problem as the following defect has been corrected:

• PM00156576 - Software Product ID displayed instead of Asset Financial Product ID