Unable to expand call details section in Internet Explorer 11

[derekgreen]

Another plea for advice! Starting with calls raised on Friday 11th November we have been unable to expand the details view in calls when logged in as analysts. Strange thing is that this view is available in Google Chrome browser. Any advice?

[Everton1878]

@derekgreen we're getting the same problem

 

[Hornbill Staff DR]

Hi Both,

 I understand that development are aware of this issue and are working on a fix. As you have already identified this issue is limited to Internet Explorer. Where possible, we would advise using an alternative browser such as Chrome or Firefox.

Dan

[derekgreen]

Thanks Dan - it is good to hear that a fix is in the offing as we are a predominantly IE site.

[James Ainsworth]

Thanks for your posts and apologies for the issue that you are experiencing.  The issue has been identified and we hope to have the fix applied as soon as possible.

If you are in need of an immediate fix there is a workaround that can be applied.  The issue relates to the ability of each request type within each service to have its own custom details form.  The issue occurs when the request types within the service are not using their own custom details form and the standard default form is being used.  You can follow these steps to create a custom form.

1. Identify the request type and the Service associated to the request where the issue is occurring
2. Logged in as a user that has the Services Manager and the Form Designer roles, navigate to the Service identified in step 1
3. Under the Request Configuration option select the request type where the issue is occurring
4. Click on the View Details Form button
5. Click on the Design button
6. Click on the Apply Changes button.

For each request type on each service that these steps are done, this will put in place a custom form that is unique to that request type for that service.  Before applying the changes make sure that the form configuration that you are saving is correct for the request type and service in question.  This will have some added benefits where changes that are made to the default request details form are not consumed and its own configuration of available fields can now be managed. 

Regards,

James

[Everton1878]

@James Ainsworth thanks, that worked for us

However, I'm also having problems in IE11 with the forums and also the admin page

 

[Everton1878]

This is what I get if I navigate to the page in developer mode

 

HTML1300: Navigation occurred.
File: alexanderdennis
HTML1201: hornbill.com is a website you've added to Compatibility View.
File: alexanderdennis
Unable to PARSE JSON - appRights [object Error]
   "Unable to PARSE JSON - appRights"
   {
      description: "Object doesn't support property or method 'keys'",
      message: "Object doesn't support property or method 'keys'",
      name: "TypeError",
      number: -2146827850
   }

SCRIPT1002: Syntax error
File: jquery.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: angular.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: angular-translate.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: ui-bootstrap.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: ui-bootstrap-tpls.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: angular-ui-router.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: angular-animate.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: angular-toasty.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: ocLazyLoad.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: angular-sanitize.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: angular-vertilize.min.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: app.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: app.z.filter.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: router.config.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: cardview.service.js, Line: 2, Column: 1
SCRIPT1002: Syntax error
File: hb-admin-title.directive.js, Line: 2, Column: 1
SCRIPT5007: Unable to get property 'parse' of undefined or null reference
File: www-widgetapi.js, Line: 31, Column: 2

 

[James Ainsworth]

Hi @Everton1878

I'm interested in the third line that suggests that hornbill.com has been added to Compatibility View.  I'm going to test to see how this works for me.  The admin console I believe required IE11 and newer so I'm wondering if the Compatibility View is causing this.

James

[Everton1878]

Hi @James Ainsworth it looks as though it was that

I've taken it our of the list and now I can see it ok and the forum is ok too

Thanks