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Email - Apply to request Not working following Patch


Kelvin
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We applied the Service Manager Patch this morning and since then we are unable to app to request from an email.

applytoemail.PNG.380d36b46e9a2607ce7fe683fd8a3671.PNG

The box appears but will not automatically or manually service for the request.

EDIT - After some investigation it looks like this happens if the request is closed.

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  • 2 weeks later...

I've installed the latest update but this issue still persists from time to time.

Sometime you paste the IN/SR into the field and it will display the ticket you've pasted, but sometimes nothing happens when you past the IN/SR.

Looks like the database is not available or something so it can't lookup the IN/SR

Failed search:

Details

Request URL:

https://mdh-p01-api.hornbill.com/twobirds/xmlmc/apps/com.hornbill.servicemanager/Requests/?method=searchRequests

 

Request Payload:

<methodCall service="apps/com.hornbill.servicemanager/Requests" method="searchRequests" csrf_token="bd853138bbc74251a2fe1634e4d2d02770fd7cd7"><params><searchQuery>SR00072804</searchQuery><resultsFromRow>0</resultsFromRow><resultsToRow>99</resultsToRow></params></methodCall>

 

Response:

{

      "@status": true,

      "params": {

            "results": "[]",

            "resultsTotal": 0,

            "timeTaken": 166

      },

      "flowCodeDebugState": {

            "step": "48bef530-2048-45b7-aea1-1d14f874be12",

            "executionId": "4c3fd6f1-1ddb-49d3-a713-453eeccac80c"

      }

}

 

Succesfull search:

{

      "@status": true,

      "params": {

            "results": "[{\"entityName\":\"Requests\",\"relevance\":\"100.0000\",\"primaryEntityData\":{\"h_category_id\":\"34\",\"h_customer_type\":\"0\",\"h_datelogged\":\"2020-03-03 15:39:15\",\"h_fk_serviceid\":\"1\",\"h_fk_servicename\":\"Local IT Support\",\"h_fk_team_id\":\"Company\/ITSupport\/\",\"h_fk_team_name\":\"IT Support\",\"h_fk_user_id\":\"DBI\",\"h_fk_user_name\":\"Customer\",\"h_ownerid\":\"DBI\",\"h_ownername\":\"Analyst name\",\"h_pk_reference\":\"SR00072804\",\"h_request_prefix\":\"SR\",\"h_requesttype\":\"Service Request\",\"h_site_id\":\"9\",\"h_status\":\"status.open\",\"h_summary\":\"Ticket Test #1\"}}]",

            "resultsTotal": 1,

            "timeTaken": 180

      },

      "flowCodeDebugState": {

            "step": "48bef530-2048-45b7-aea1-1d14f874be12",

            "executionId": "fdc7fcdc-5e4a-4d29-9fb8-deb71a813a75"

      }

}

(Fields altered to hide company information)

 

 

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