Unable to save requests Details section - Site field mandatory

[Andrew Tasker]

We appear to be experiencing an issue where we are unable to save the Details section of a request once it has been edited.  The option for Save is there, however it will not allow us to select this.  Has anyone else experienced this issue?

[Victor]

@Andrew Tasker any mandatory fields that have no values?

[LifeOfJonny]

We've had users report this today as well. Looks like Sites field is now required which it wasn't before and if you go on the Details Form Designer you can not toggle it being required or not.

Is this an unwanted change?

[Andrew Tasker]

Yes it appears that the Sites field is causing the issue and there is no option to remove it.  Can you please confirm how we are able to get around this?

[Victor]

We asked development to look into this. If the site is not required on requests you can choose to temporarily hide this field from details. Might or might not be a suitable workaround.

[Andrew Tasker]

2 hours ago, Victor said:

We asked development to look into this. If the site is not required on requests you can choose to temporarily hide this field from details. Might or might not be a suitable workaround.

Hi Victor, unfortunately not as this would mean having to alter the forms on each of our Service Profiles.

[sprasad]

+1 as we are also affected 

We raise >200 requests a day so hiding it after each request will cause extra work

[Sam P]

Also affected here too.  Site is not always captured, present or required but we do require the ability to update the External Ref No without having to add the Site.

[James Ainsworth]

Further investigation is being done.  It appears that the Site Selector has an issue that we are looking into.  I'll let you know once there is more information to provide.

[HGrigsby]

Hi 

We are also experiencing the same with site field, we usually want to leave it blank and only fill it in if the laptop is in the building so in stock so it is causing problems for our teams.

Helen 

 

[Luke]

+ 1

Not a huge impact as we've only got one open ticket without the site set (no idea why it wasn't set by the self service capture, user is set up correctly) - can't update the request and complete our process for this one though as the site selector isn't working. 

[Katie]

Morning, 

We are having the same issue here which is causing a lot of problems for our teams using Service Manager. Will await further information. 

[Smurfy]

Just for info - We have this too. Also in the Asset forms

 

[Guest Mohamed]

Hi all, 

Our developers have found the cause and prepared a fix for the issue.

Mohamed

[Adam Toms]

Hi @Mohamed,

Is there an ETA for this fix going into production? 

Many Thanks.

[Nanette]

@Adam Toms @Smurfy @Katie@Luke@HGrigsby@Sam P@sprasad@Andrew Tasker@LifeOfJonny

 

We have applied a fix to your instances to resolve this issue.

 

Many thanks, Nanette

[Luke]

Thanks @Nanette - just tried the site search on one of our affected tickets and it's still not searching.. Have logged out and back in also. 

[Ann]

Afternoon

We have tried this since the update and we too are still getting the issue.  

Kind Regards

Ann

[Guest Mohamed]

Hi @Luke @Ann

Sorry to hear that. Would it be possible to try and refresh your browser's cache? That may help with the issue. Please let me know if it helps or not

Thanks  

[Luke]

Hi @Mohamed - no luck I'm afraid, cleared browsing history/data for all time in chrome and new login but still unable to select a site. Thanks

[Adam Toms]

Morning @Mohamed, @Luke and @Ann,

I've tried this morning after experiencing the same no joy yesterday evening. I can confirm that the fix is now working for me this morning.

Many Thanks

Adam

[Luke]

It's still not fully resolved for us, but I have done a bit more investigation. 

Our sites didn't have a company set against them: 

But I can see that the call to smGetSites includes a companyId param (don't know if this has changed but suspect it has?): 

And the response returns no results with a search string I'd expect some: 

If I save a company against the site definition I can retrieve them which resolves the immediate issue.

Am I right in assuming that: 

1. Tickets where the customer has a 'Home Organisation' set this is passed into the smGetSites call as a param to filter the list
2. Tickets where the customer has no 'Home Organisation' this isn't passed into the call and we get the full list (filtered only by whatever's typed into the field)

We have users across 2 sites with their home organisation set to a different 'company' to get self-service branding/content correct, assuming the above is correct I'll have to check if this will cause any issues with how we set sites (some tickets are passed between sites) - I don't want to create duplicate site definitions for different companies as this will break a lot of widgets/dashboards that are looking for a specific site, and we can't add multiple companies to each site definition. 

Thanks, 

Luke

[Guest Mohamed]

Hi @Luke

Apologies for the delay in getting back to you regarding this. 

After investigating this, it seems to be a different issue to the one initially raised. I'll raise this as a new issue with the development team so we can try and understand it better

Kind regards

Mohamed

[Kelvin]

no longer an issue

[AndyG]

Hi @Luke,

The sites are filtered based on the company that is set against the request. The company set against the request will most likely be one that is associated with the customer at the point the request is logged. This will not necessarily be the customers "home organisation".

If you frequently want to choose a different site. i.e. A site that is not associated to the company set against the request; You could use the following "Hornbill Automation" in your business process or via a custom button/autotask:

Service Manager > Entity > Requests > Update Request > Site