Unable to update the Details tab in a new Service

[Adrian Simpkins]

Hi All,

We have setup a handful of new services with its own team (it is outside of our existing teams and setup). However, for some reason I am unable to update the Details tab in any requests raised against these new Services. I can update the Details in any other Services, but for some reason I can not update the Details in these new Services. I have been looking over the configuration today, but can not see where this would need amending / updating. 

Can anyone advise why this may be occurring please? I have checked everything I can think, but still can not see why I am not able to update the details tab just in these 4 new Services

Many thanks !

[James Ainsworth]

Hi @Adrian Simpkins

Thanks for your post.  I can't recall any particular setting that would prevent this.  At what point are you not able to update the details?  Is the edit button available?  Or is it that the save option is not available after making an edit? Or are you getting an error when you do try to save?

[Adrian Simpkins]

Hi James, 

Thank you for the response.

The edit button is available as normal, and I select this, navigate to the field to amend, make the change but then the Save button does not come to life like it does on other Services as shown below. The bottom image shows the details configuration of the field i am trying to amend in the Request.

Thanks !

Edit button:

View of Save tab once updated a field to amend:

Another Service:

Settings in the details tab configuration in Service Portfolio for the field I am trying to amend in the Details Tab in a request in Service Manager:

[James Ainsworth]

My first thought is that one of the other fields has been set to mandatory (This field value cannot be blank when saving).  Can you check the over fields to see if this option is ticked?

[Adrian Simpkins]

Hi James

Just checked all the fields in the Details Configuration - all marked as above apart from one field where we have marked the bottom option 'Show the field in view mode even if the value is blank'

Many thanks

[Victor]

@Adrian Simpkins obviously, you can always raise a support request so we can investigate in more detail... have you tried doing this using a different browser (afaik you are using IE - gasp! - so worth trying Chrome or Firefox maybe... even Edge - gasp! again)

[Adrian Simpkins]

Hi Victor,

Same issue in IE as Edge - we do not use Chrome of Firefox.

I will raise it as a support ticket - didn't do this initially as wanted to see if anyone knew why happening before doing this

 

Thanks

[Steve Giller]

To close this one off, the Regex Validation was not fulfilled by all of the values populated by the Progressive Capture.