Cannot update Root Cause and Workaround as multi-line❗

[samwoo]

Good morning,

I am looking to use the Update Root cause and Update Workaround nodes for Problems and Known Errors in the Workflow to automate some of these actions off the back of Tasks. However I am struggling because the fields in the Workflow configuration, are not multi-line and I don't know how to add a line break in a single line text field.

There appears to be a disparity between what we can do in the front-end and what the Workflow offers in terms of updating the values of these fields.

[Workaround Field]

Quote

For example, the Workaround field is Multiline text when updating against the ticket:

[Root Cause]

Quote

The Root Cause is presented as a single-line text field in the front-end - these is no ability to change the type of field to multiline in the Form Designer.

But in the Schema it's field type is LONGTEXT, so the above should be multiline

 

[Enhancement Requests]

We really want to make use of Problems and Known Errors properly so I hope this can be looked at fairly quickly, but I would like to request an Enhancement to....

• Update the Root Cause and Workaround fields in the Workflow (for both Known Errors and Problems) so we can add Multiline text (with variables) to them.
  Basically have it so the pen and paper button appears and displays the multi-line <textarea> for us to work with.
   
• Update the Root Cause in Front-End, against the ticket in the Form Designer, so it renders as a Multi-line text field instead of a Single-line text field (to make use of the LONGTEXT datatype)

Thanks,

Samuel

[David Hall]

@samwoo

As you say there were some inconsistencies here so I've now updated the form designer configuration so root cause will display as multiline text in the form, I've also updated the flowcode so that the root cause and workaround fields will be multiline text areas.

There will be a 'Change' entry in the release notes relating to the flowcode update, both fixes will be in that build.. please look out in the release notes, it could possibly make it into the next SM update, if not then it will appear in the following update.

Kind regards,

Dave

[samwoo]

Hi @David Hall,

What a turnaround - I had prepared for the worst case that there was so much going at Hornbill, on that this might not be looked at in a short amount of time, so it's extremely appreciated that this was picked up so quickly.

I will keep an eye on the release notes.

Many thanks,

Samuel