Unable to see any requests in the MY REQUESTS area in the employee portal

[Adrian Simpkins]

Hi All

Just noticed that on the employee portal there are no requests showing in the All My Requests area - seems to be affecting everyone using the portal - can you advise further please?

Many thanks

Adrian

 

[AlexTumber]

@Adrian Simpkins we are investigating.

If you edit the widget and change the default request view to something else, then save. Then back again to 'My Requests' does the list populate correctly?

Alex

[Peter Clough]

Can confirm, this is also happening to us. I checked analysts using both light and dark mode.

It isn't just not loading the list, it doesn't appear to be loading any of the contents at all, by request view or anything, the entire contents of the widget seems to be missing.

Edited May 8, 2024 by Peter Clough
Additional clarity

[Adrian Simpkins]

Hi Alex - i have tried as you have advised and this appears to have fixed the issue

Many thanks

[AlexTumber]

@Adrian Simpkins ok great, thanks for confirming.

[Gareth Cantrell]

+1 for us.

However, we cannot perform the workaround as I have some changes lined up to be published next week and don't want to undo all of these to fix a widget and secondly, this widget is configured on about 20 pages in the portal!

[Berto2002]

We have been affected by this and the workaround worked so Requests are now visible again

[James_R]

Hi Alex - I've applied the widget workaround and the request list is now visible within our customer portal, but both basic and users unable to access individual calls.  Customers receive a blank screen and users the below error:

/apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js(189): error X1001: Uncaught EspMethodCall::invoke: Operation[data::entityGetRecord] The specified record (SR00017861) was not found

[Adrian Simpkins]

Just tried our portal with a basic and full user after applying the fix, and we are able to access the requests without the error James is seeing above

 

Thanks!

[Adam Toms]

Morning we seem to have no data in the my requests screen on the self service portal

I've checked with other colleagues and we're all experiencing the same problem, are other customers and does this correspond with a recent update?

[AlexTumber]

@Adam Toms please see this thread for a workaround.
 

We are currently working on a permanent fix and will roll it out as soon as it's ready.

Alex

[JJack]

We had this issue. Toggling between Requests and Connections seems to have fixed it for our users.
Glad to see @Adrian Simpkins post, and a working workaround (for us at any rate), thanks.

[Adam Toms]

@AlexTumber, thanks for the speedy response on this I've now tried doing the suggested fix and this seems to be working as intended.

[AlexTumber]

All,

We have just rolled out a fix for this issue. For anyone that has yet to update their widget config, you should no longer need to.

 

@James_R  are you still experiencing the error on your instance?

Alex
 

[James_R]

11 minutes ago, AlexTumber said:

All,

We have just rolled out a fix for this issue. For anyone that has yet to update their widget config, you should no longer need to.

 

@James_R  are you still experiencing the error on your instance?

Alex
 

Hi Alex - unfortunately yes.

 

[Estie]

Hi @AlexTumber I am seeing this issue in Chrome using a Mac.  Other users on Windows devices seem to be OK.

[Adam Toms]

Not sure whether this helps but @AlexTumber on the main landing page before you go to individual pages. the My Requests I can't make that appear. But on each individual page it works. Any thoughts, and will this enhanced fix, fix this issue? Many Thanks.

 

This took a few attempts not sure why but this is now working following that workaround!

Edited May 8, 2024 by Adam Toms
new info.

[Gareth Cantrell]

1 hour ago, AlexTumber said:

All,

We have just rolled out a fix for this issue. For anyone that has yet to update their widget config, you should no longer need to.

 

@James_R  are you still experiencing the error on your instance?

Alex
 

Still not working on any of the 20 pages in our portal where we use this widget.

[Gareth Cantrell]

I'm also not seeing my requests in the Service pages on the portal: 

I have a an open request that should be displaying but the display is blank (see below)

[James_R]

2 hours ago, AlexTumber said:

All,

We have just rolled out a fix for this issue. For anyone that has yet to update their widget config, you should no longer need to.

 

@James_R  are you still experiencing the error on your instance?

Alex
 

As its stands for our Instance:

1. Basic can view their Request call ticket list within the portal, but receive blank screen when accessing individual call tickets

2. Basic cannot log new call tickets;
"EspMethodCall::invoke: Operation[data::entityAddRecord] Error loading related entity 'Services' record, key = '51'. Error: No record found"

3. Users can view their call ticket views, but error when accessing individual call tickets;
/apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js(189): error X1001: Uncaught EspMethodCall::invoke: Operation[data::entityGetRecord] The specified record (SR00019444) was not found

4. Hornbill admins can access the Service Portfolio list, but cannot access individual services;
/apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js(189): error X1001: Uncaught EspMethodCall::invoke: Operation[data::entityGetRecord] The specified record (25) was not found
 

[Deen]

@Gareth Cantrell Does it work in other browsers such as Edge?  If that does work you should try completely slushing your Chrome browser cache to see if that corrects the problem.

[James_R]

1 minute ago, Deen said:

@Gareth Cantrell Does it work in other browsers such as Edge?  If that does work you should try completely slushing your Chrome browser cache to see if that corrects the problem.

We tried an alternative browser and reset cache etc first thing this morning and post the latest fix update -  same issues on the mobile app too

 

[Gareth Cantrell]

53 minutes ago, Deen said:

@Gareth Cantrell Does it work in other browsers such as Edge?  If that does work you should try completely slushing your Chrome browser cache to see if that corrects the problem.

I am using Edge; I switched to Safari and it works fine.
My main problem is that I cannot expect every user in the organisation to change browser or clear their caches to fix a single app - that will cause more headache than is reasonable.

EDIT: I used the developer console in Edge to do a clear-cache and hard refresh and its working now - but my above point stands regarding the rest of my user base; asking IT to enable developer tools to reset one app is hard enough, let alone trying to get non-IT users to attempt this.

[Mark Priest]

Restart of our web browser (chrome and edge) worked for the request list.  Haven't needed to clear the cache so maybe the fix is being applied 

[James_R]

Many thanks to @Nanette and the Devs for spotting the issue with last nights 3086 update to our instance - I'm pleased to report that everything is now accessible following a full update to the system.