Is there a Limit to the amount of Intelligent Capture questions / Answers to be passed through to a child ticket?

[Aiden]

Hi,

Long story short, We have an ever-expanding catalogue and often get complaints about not being able to find catalogue items. 

So we have started to merge different items into one intelligent capture with branches and decisions etc. One of the ones we are working on at the moment is a (what we are calling) Desk Setup Capture. This will allow our customers to order the hardware items needed for a Desk Setup. We often get customers who order multiple of the same item for a site and are working towards a one-stop shop for said items. 

We have the capture, workflow and child ticket workflow set up and working mostly but have hit a snag when entering a higher number of items.
So we have Mouse, Keyboard, Monitor, Docking station and Headset all in the same capture, with the ability to order 5 of each item. Each item then also has a few different choices for example wired or wireless mouse etc. Once the catalogue item has been filled in, a Master ticket is created, from the master ticket it then fires off Child tickets for every item selected. This works perfectly when testing and creates each ticket up to the maximum total amount possible from the flow of  25 child tickets from the one Master! Once the master has finished creating the children we then auto-close the master and run our jobs from the child tickets. 

These child tickets then have their site set, the Summary modified to reflect the item being ordered and the description modified to enter the answers from the pro cap. We also set a couple of custom fields for an auto-approval set up and some finance reporting fields. 

The issue we are having is when testing firing off one of each variant of item which is 16 tickets, we found that the last few intelligent capture answers were not passed through to the description fields and or custom fields of the child tickets. One of which being our auto-approval flag to either send the ticket to approval or not. (we ask the customer if they can approve the cost of the item and if they say no it goes for approval, if yes it auto approves). 

We can see that a total of 109 questions have been passed through correctly but just the last 3 seem to have failed. When testing a smaller amount of tickets and the same ones that failed these fields are populated correctly so it seems like there may be a limit of some kind or something else went wrong?

Here are the questions that didn't pass through from the master ticket. (Excluding the cost code which did) 



This is then what we had come through into the child ticket description with blank info


This is a bug info from the capture showing the values being entered into the different forms in the pro cap
 

This is how we are entering the info into the description fields of the child tickets.


Sorry for the long post  Thought it best to try and fully explain! Can anyone advise? 

[Aiden]

Just been digging around on the hornbill docs again and came back across this page Mapping Fields from Customized Forms (hornbill.com) I can't see anything about a limit to the number of questions/answers coming from custom fields within a capture nor any info about there being limits in 'h_itsm_questions'. Can see character limits for certain fields but we shouldn't be getting anywhere near those!
Not sure what is going on here. The weird thing is, even if we hit a limit on 'h_itsm_questions', one of the questions that didn't pass through should be written to 'h_itsm_requests' as a custom field anyway (h_custom_m) so a little stumped how it is failing. 

[Steve Giller]

I believe there is a technical limit to how much data can be returned - there are no hard definitions in the documentation as this is not as simple as, for example, "100 Questions" but will vary depending on the types and sizes of the answers, whether there are labels (which are technically questions) and a number of other factors.

[Aiden]

Thanks Steve, 

Couldn't figure out the actual technical limit so have just reduced the number of devices that can be ordered and had another proper look at the labels. Your prompt made me realise I was using labels wrong and was making them write to an answer field which was not needed. 
Would be good to know the actual technical limitations of how much data can be held in IC fields but currently have a workaround for this one.

 

Cheers

Aiden