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Service Manager - Time not being record when returning to dormant session


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We have identified an issue where time spent entered on Service Manager actions on the Request View are not recorded in the timesheet manager, if the tab/session has been inactive for over approximately 30 mins. The action itself, such as update, resolve etc, is recorded on the request as normal but the call to append the time record to the timesheet application does not occur. This will continue to be the case until to force a refresh of the session using the CTRL-F5, after which the updates will record successfully both to the request and the timesheet app.

Appears to be related to the web socket/access token connection of the request expiring/closing down after a period of inactivity, but this not being picked up by the Service Manager update, resulting in on the update being recorded and not the additional task to call the timesheet app to insert the time spent.

We will often has a number of different requests open simultaneously and be using remote access to undertake work or monitor process, which we then return to tab/session to record progress and time spent.

Can this be looked at a priority as there is no error or indication on the tab/session to indicate a failure to record the time spent.

Cheers

Martyn

 

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  • 2 weeks later...

This is likely covered by the following defect which was resolved in Service Manager build 1919:

PM00162334

Last update activity id value not being set in requests when request is updated from the update action
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