Adrian Simpkins Posted May 8 Share Posted May 8 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 1 Link to comment Share on other sites More sharing options...
AlexTumber Posted May 8 Share Posted May 8 @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 1 Link to comment Share on other sites More sharing options...
Peter Clough Posted May 8 Share Posted May 8 (edited) 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 by Peter Clough Additional clarity Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted May 8 Author Share Posted May 8 Hi Alex - i have tried as you have advised and this appears to have fixed the issue Many thanks 1 Link to comment Share on other sites More sharing options...
AlexTumber Posted May 8 Share Posted May 8 @Adrian Simpkins ok great, thanks for confirming. Link to comment Share on other sites More sharing options...
Gareth Cantrell Posted May 8 Share Posted May 8 +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! Link to comment Share on other sites More sharing options...
Berto2002 Posted May 8 Share Posted May 8 We have been affected by this and the workaround worked so Requests are now visible again 1 Link to comment Share on other sites More sharing options...
James_R Posted May 8 Share Posted May 8 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 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted May 8 Author Share Posted May 8 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! 1 Link to comment Share on other sites More sharing options...
Adam Toms Posted May 8 Share Posted May 8 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? Link to comment Share on other sites More sharing options...
AlexTumber Posted May 8 Share Posted May 8 @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 1 Link to comment Share on other sites More sharing options...
JJack Posted May 8 Share Posted May 8 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. 1 Link to comment Share on other sites More sharing options...
Adam Toms Posted May 8 Share Posted May 8 @AlexTumber, thanks for the speedy response on this I've now tried doing the suggested fix and this seems to be working as intended. 1 Link to comment Share on other sites More sharing options...
AlexTumber Posted May 8 Share Posted May 8 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 Link to comment Share on other sites More sharing options...
James_R Posted May 8 Share Posted May 8 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. Link to comment Share on other sites More sharing options...
Estie Posted May 8 Share Posted May 8 Hi @AlexTumber I am seeing this issue in Chrome using a Mac. Other users on Windows devices seem to be OK. Link to comment Share on other sites More sharing options...
Adam Toms Posted May 8 Share Posted May 8 (edited) 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 by Adam Toms new info. Link to comment Share on other sites More sharing options...
Gareth Cantrell Posted May 8 Share Posted May 8 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. Link to comment Share on other sites More sharing options...
Gareth Cantrell Posted May 8 Share Posted May 8 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) 1 Link to comment Share on other sites More sharing options...
James_R Posted May 8 Share Posted May 8 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 Link to comment Share on other sites More sharing options...
Deen Posted May 8 Share Posted May 8 @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. 1 Link to comment Share on other sites More sharing options...
James_R Posted May 8 Share Posted May 8 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 Link to comment Share on other sites More sharing options...
Gareth Cantrell Posted May 8 Share Posted May 8 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. Link to comment Share on other sites More sharing options...
Mark Priest Posted May 8 Share Posted May 8 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 Link to comment Share on other sites More sharing options...
James_R Posted May 8 Share Posted May 8 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. 2 Link to comment Share on other sites More sharing options...
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