Jeremy Posted July 6, 2020 Share Posted July 6, 2020 When we try to choose assets in a PCF (form) on the portal it does not return many assets but when raising a request in the analyst side there are there. Please can this be looked into: Raising a request: On the portal: Link to comment Share on other sites More sharing options...
Guest Mohamed Posted July 6, 2020 Share Posted July 6, 2020 Hi @Jeremy Just to confirm, in the Portals are you using the actual Assets form or a Custom Form with a data query to get the assets? Regards Mohamed Link to comment Share on other sites More sharing options...
Jeremy Posted July 6, 2020 Author Share Posted July 6, 2020 @Mohamed this is a data query in the form Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 6, 2020 Share Posted July 6, 2020 Hi, I have come across the same issue just now - unable to find any assets in a request using a custom field converted to Asset selections, but if we use the specific pre defined asset node in the PC it works fine. Most of our PC's have use the pre defined asset picker in the PC but I do have a number where I have a custom field set to be the asset picker - If you need any examples please let me know (NB this was working aok the other week so unsure why not working now) Many thanks Adrian Link to comment Share on other sites More sharing options...
Jeremy Posted July 6, 2020 Author Share Posted July 6, 2020 FYI further to this we have not upgraded Service Manger to the latest version yet, we have the change ready for tomorrow. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 6, 2020 Share Posted July 6, 2020 Hi Jeremy, we are all up to date with Service Manager but have the same issue it appears Thanks Link to comment Share on other sites More sharing options...
Guest Mohamed Posted July 6, 2020 Share Posted July 6, 2020 Hi @Jeremy @Adrian Simpkins Thanks for clarifying, this issue was just recently identified and resolved. Please expect the fix in the next build Regards Mohamed Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 6, 2020 Share Posted July 6, 2020 Hi Mohamed, thanks for confirming - is there any mooted live date as this is affecting a lot of our requests and causing issues for customers, which in turn is increasing the phone calls and emails for the Service Desk Thanks ! Link to comment Share on other sites More sharing options...
Jeremy Posted July 7, 2020 Author Share Posted July 7, 2020 @Mohamed when is the due date for this update as we have a process that is key this year that we are doing online and need this working asap Link to comment Share on other sites More sharing options...
Guest Mohamed Posted July 7, 2020 Share Posted July 7, 2020 Hi @Adrian Simpkins @Jeremy After speaking with the development team, the build should be out next Tuesday. We understand the urgency for the fix, however, we need to ensure that the build including the fix goes through quality control before going out Hope that helps Regards Mohamed Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 7, 2020 Share Posted July 7, 2020 Hi Mohamed, thanks for the update. Typical I am on holiday next week Many thanks Link to comment Share on other sites More sharing options...
Guest Mohamed Posted July 7, 2020 Share Posted July 7, 2020 Hi @Adrian Simpkins Ahh, that always happens isn't it! Hope you have a great time off But yes, the fix should be out next week and should tackle the issue Always happy to help Mohamed Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 7, 2020 Share Posted July 7, 2020 Thanks Mohamed, forgot to ask will it be a fix I need to implement, or is it a change on your side? Then I can line someone up to action if it is on our side Thanks! Link to comment Share on other sites More sharing options...
Guest Mohamed Posted July 7, 2020 Share Posted July 7, 2020 No worries @Adrian Simpkins With regards to that, let me get back to you. Just need to confirm that with the dev teams and will then let you know Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 7, 2020 Share Posted July 7, 2020 Hi Mohamed Just realised we swop to auto updates on the 12th anyway, so if its next Tuesday then I will definitely not have to do anything! Thanks! Link to comment Share on other sites More sharing options...
Guest Mohamed Posted July 8, 2020 Share Posted July 8, 2020 Hey @Adrian Simpkins ah that's great to hear! (More time to enjoy your time off ) Also just to confirm, after to speaking with the developers, once the update is installed you should be all good to go, nothing more is needed Hope that helps Regards Mohamed Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 8, 2020 Share Posted July 8, 2020 Hi Mohamed, I have noticed another issue with Assets within our processes so thought I would just mention it here! So any of our Progressive Captures that require an Asset captured have this set as mandatory. However, when raising a request for a Customer just now, I noticed it let me bypass this field as the Customer had no associated assets, whereas I would expect it to not let me pass as it is set to True (Asset field on this PC is the pre defined Asset Form). Thought it maybe related to this Thanks! Link to comment Share on other sites More sharing options...
Guest Mohamed Posted July 10, 2020 Share Posted July 10, 2020 Hi @Adrian Simpkins So that sounds like a different issue since the previous one was regarding a custom form, returning the assets via data query, whereas the Assets form has wider functionality To understand the issue better, the assets form do you also have visibility of other tabs outside of the "Customers Assets" tab, such as "All Assets" or "Shared Assets" for example, have you configured them to be visible? Hope that made sense Regards Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 10, 2020 Share Posted July 10, 2020 Hi Mohamed, they have all asset options set to No so all visible. The forms also include guidance to select All Assets if there is no shown associated Asset. Just noticed it is now not capturing the asset and letting you bypass it if there is no associated asset, which it did not do previously - it forced the asset capture if no known associated asset shown, or if the shown asset not correct they could search for another. Thanks Link to comment Share on other sites More sharing options...
Guest Mohamed Posted July 10, 2020 Share Posted July 10, 2020 Hey @Adrian Simpkins Thanks for getting back to me and clarifying those steps, they've been really helpful. Much appreciated! I've raised this issue with the with the development team Regards Mohamed Link to comment Share on other sites More sharing options...
Guest Mohamed Posted August 6, 2020 Share Posted August 6, 2020 Hi @Adrian Simpkins On 7/8/2020 at 7:17 PM, Adrian Simpkins said: Hi Mohamed, I have noticed another issue with Assets within our processes so thought I would just mention it here! So any of our Progressive Captures that require an Asset captured have this set as mandatory. However, when raising a request for a Customer just now, I noticed it let me bypass this field as the Customer had no associated assets, whereas I would expect it to not let me pass as it is set to True (Asset field on this PC is the pre defined Asset Form). Thought it maybe related to this Thanks! Our developers have been trying to replicate and resolve the issue mentioned, however, we have been unable to replicate it. Whenever we try to set up the scenario as mentioned, it works fine i.e. the asset form doesn't allow for us to progress further if the form is mandatory Have we missed something in our testing? Are there are any further steps / changes required to replicate the issue Regards Mohamed Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 6, 2020 Share Posted August 6, 2020 Hi Mohamed, This issue appeared to go away following a recent update to Service Manager so I just presumed the issue with assets also affected how the PC forms were functioning. I have since tested this and it is behaving as expected now in that if we do not have an associated asset it lets us find one, and if there is an associated asset which we do not click 'link' on it advises we must associate an asset. Most importantly though, is it will not let us raise a call without attaching an asset ! So in short all appears to be working now as expected, apologies for not updating you NB I think the update it worked after is: New Update: Hornbill Service Manager (1993) Many thanks Link to comment Share on other sites More sharing options...
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