Issue with Capture Form not applying Conditional Override Flags

[Mike Hillman]

Bit of a random one - I have a capture form which has been working fine for a year or so, but which has suddenly developed an issue with one of the questions

The question is set to not be visible normally, but has Override flags set so that if the answer to a previous question on the form (which is a radio button) is set a certain way it becomes visible - but we've suddenly noticed that this question is visible on the form no matter how the previous question is answered, which is causing an issue. So...

Above, if the question highlighted Yellow is set to 'Access to Existing Folder' the questions in Green should be displayed. 

If it is set to 'Create a new Folder' everything highlighted green should disappear, but....

As above, the question asking them to select a Folder is still visible - this shouldn't be

The settings above are for the question (default and the override flag)

I am a bit confused by this, as it's been working fine and hasn't been touched - anyone got any thoughts? I've tried fully deleting the rogue question and recreating it, but the same thing happens.

[Victor]

@Mike Hillman we'll have a look to see if/where is an issue here...

[Mike Hillman]

17 minutes ago, Victor said:

@Mike Hillman we'll have a look to see if/where is an issue here...

Many thanks

 

[Victor]

@Mike Hillman yes, I can see the conditional fields not behaving quite right... I've "volunteered" development to look into this...

[Mike Hillman]

On 4/13/2022 at 3:44 PM, Victor said:

@Mike Hillman yes, I can see the conditional fields not behaving quite right... I've "volunteered" development to look into this...

Just wondering if there's been any progress on this one? We're still getting the error

[Victor]

@Mike Hillman unfortunately we're having a bit of trouble localising the root cause for the issue... we are working on this, apologies for delays and troubles this is causing.

[Mike Hillman]

1 hour ago, Victor said:

@Mike Hillman unfortunately we're having a bit of trouble localising the root cause for the issue... we are working on this, apologies for delays and troubles this is causing.

No worries, thanks

 

[Mike Hillman]

Afraid the issue seems to be spreading:

 

This is a totally different PCF - the section highlighted yellow should only display if someone selects an option containing the word 'Mobile' in answer to the 1st question (but the question hasn't even been answered

Same is happening here - the various coloured notes should only appear when the correct options for each are selected in answer to the questions, the criteria for each is different so they should never display together

The form above is our main capture form for Incidents, and this is causing a lot of confusion amongst our users when they are logging tickets - pushing more phone calls our way which I don't have the capacity to handle

Could this be the same issue, or is this possibly related to the outage/issues yesterday?

[SJEaton]

Hi @Victor, Where has this got to? I'm having major problems with configuring a new IC with override flags in it. I have multiple override flags configured with particular questions selected in the conditions which work fine one day then when I log back in the following day, some of these questions selected in the override flag conditions have changed to a different question therefore meaning the override flags aren't working and the form doesn't display the questions it should. It's actually making me feel like I'm going mad and more to the point is very time consuming having to keep going in and amending the override flags again.

[Victor]

@SJEaton we could not find a cause for the issue discussed here but things have changed since in progressive capture. I would suggest raising a support request so we can investigate the issue in your instance.

[SJEaton]

@Victor ok we will raise a support request as we are definitely affected by this

[SJEaton]

Hi @Victor Support request raised on 07/07/22 - IN00173142.  This is pretty urgent as holding up development of a priority piece of work so hopefully this can be investigated soon.

[Victor]

@SJEaton thanks for update. I can see the request is progressed by my colleagues so hopefully it will have a quick resolution.