Random Question Answers Appearing in Tickets

[Michael Sharp]

In my instance, I can see that random questions are being dragged into my requests from other catalogue items.  These are not seen during progressive capture.  Is anyone else seeing this fault?

For Hornbill administrator's reference, an example is service request SR00000085.

Regards,

Mike.

 

 

 

[James Ainsworth]

Hi Michael,

Thanks for your post.  I was wondering if you could check something for me.  I would like to determine if this is just a visual issue or if the data is actually being stored in the request.  When you next see this on a request, could you refresh your browser (F5) and confirm if the random question still appears after the refresh.

Regards,

James 

[Michael Sharp]

Hi James, the questions still appear on refresh.  Another example is SR00000035.  This seems to happen where custom forms are used on progressive capture and the random questions do not appear on others. 

Another thought I've had - these seem to be answers from previous service requests that have been cleared off the system pre-switch on.  I wonder if SR00000035 used to exist with these answers?  The SR number was reset to zero during the clear down which may explain it???  Bob Dickinson carried out the clear down if he can perhaps shed any light on this?

[Victor]

Seems to be related to Hornbill Clean utility not catering for request questions related table. We double check this now.

 

[Victor]

@Michael Sharp, we can sort this so you will not have this mix up in any new calls logged but we can't fix the existing ones. If you are happy with this please let us know so we can do this for your instance.

[Michael Sharp]

Hi Victor, happy to wait until this stops if that is the actual issue.  We should surpass the 160+ test tickets over the next day or so anyway.

Regards,

Mike.

[Victor]

23 minutes ago, Michael Sharp said:

We should surpass the 160+ test tickets over the next day or so anyway.

Problem is that you will encounter this issue on the next 160 tickets.... I'll correct this later today, after 17:30 when no analyst are working in the instance.

[Victor]

@Michael Sharp is all sorted now, you should not see this issue for any new logged tickets

[Michael Sharp]

Thanks very much @Victor!

[cchalmers]

Sorry to jump on an old post but it would appear we are having this very same issue, we used the clean down tool V1_0_3.

All our current calls are now displaying past question and we had about 350 calls before we cleared down.

 

Can you please help.