On hold visibility "Manager Visibility"

[Alberto M]

Hi.

I have a colleague analyst that complained that she couldn't see the "placed on hold" entry in a request timeline. I also couldn't see the entry. After investigating using a Direct SQL to the h_buz_activities table, I found that, in some requests, the "place on hold" visibility is set to 35 - which I interpret as "Manager visibility".

I have set the  ui.app.com.hornbill.servicemanager.operation.popup.values setting to "customer, team, owner". and I also have the guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.hold setting set to "team".

Why am I getting some requests timeline entry for "place on hold" set to 35 - "Manager visibility" - instead of, for instance, 10, or 30?

Thanks.

 

[Jeremy]

@Alberto M I think that you are suffering from the same as us!

 

[Alberto M]

@Jeremy , yes, could be something like that. Before posting this, I landed in your post, while searching in the forums, and now I've seen that you've answered a few minutes ago.

In fact, while trying to investigate this in our instance, I've raised a request and played a bit with the "place on hold" in it. One of the times I've placed the request on hold, the default visibility appeared as "public" to me and was disabled in a way that I couldn't change it, which is strange.

 

[Steve Giller]

@Alberto M When you have the issue where the default visibility is not as expected and cannot be changed, if you refresh the page and then try to place on hold are you seeing the correct visibility and/or are you able to change it?

[Jeremy]

You can change it manually, it doesn't appear to be honouring the default setting.

Also in our instance it shows and defaults to public when this has been removed from the option list.

[Alberto M]

@Steve Giller this happened to me only once yesterday. It seems to happen randomly. I've tried to reproduce this several times but the wrong default option doesn't appear set to "Public". For instance from a query I've made in the "Database direct", it seems like, since the beginning of September, rogue visibility code 1 appeared 6 times and code 35 appeared 33 times.

I detected the visibility code 35 because someone here told me to check a request that was on hold and no action placing on hold appeared in the timeline.

 

[Alberto M]

@Steve Giller, cou you checked this?

I keep on having analysts complaining that they don't see the "placed on hold" oction in the requests timeline. I've checked today's complain and the requests have the visibility code = 35.

 

 

[Alberto M]

@Steve Giller, I got an analyst telling me that, when placing a request on hold, he got the default action set to "Owner" even when we have the setting to "Team". In this situation, the analyst could change the visibility.

[Deen]

There is the possibility that it is caching the visibility status of the previous update if two updates are done in quick succession.  I'll discuss this internally and see if I can replicate.