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Random Question Answers Appearing in Tickets


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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.

 

 

 

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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 

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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?

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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.

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  • 3 months later...

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.

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