Shamaila.Yousaf Posted January 12, 2017 Share Posted January 12, 2017 We seem to be experiencing an issue this morning where all calls logged, irrelevant of whether it is an incident or a request, irrelevant of whether the call has been logged over the phone, via email or via our Customer Self Service Portal - all sites appear as 'undefined' on the Request List View. Has anyone else experienced this today? Thanks for your assistance as always. Link to comment Share on other sites More sharing options...
Victor Posted January 12, 2017 Share Posted January 12, 2017 @Shamaila Yousaf we're looking into this 1 Link to comment Share on other sites More sharing options...
Steve Giller Posted January 12, 2017 Share Posted January 12, 2017 Looking at the raw data, the h_site_id is correct, but the mapping to h_site appears to have failed. Checking the timings, this is from applying today's update. Updated by Giller_S On 2017-01-12 09:44:49 : Release Date: 2017-01-11 08:48:43 (Build: 904) I've asked for a browser shutdown and log back in as a precaution, I'll post back if that has any effect. Link to comment Share on other sites More sharing options...
Victor Posted January 12, 2017 Share Posted January 12, 2017 @DeadMeatGF thanks for this, it will certainly help us to find the root cause Link to comment Share on other sites More sharing options...
Steve Giller Posted January 12, 2017 Share Posted January 12, 2017 Restarting the browser has had no effect, sadly. It seems to be only that one issue, the calls are finding the correct ProCap and Process. Link to comment Share on other sites More sharing options...
Steve Giller Posted January 12, 2017 Share Posted January 12, 2017 @Victor I have been into a call, clicked on the Edit option under the Details section, altered the site and returned it to the original value. This shows the site correctly, both in the request list and the underlying database. Note: I don't think it was mentioned previously, but the site appeared to show correctly in the Details section of the call, but showed as 'undefined' in the Request List and the h_itsm_requests table. Link to comment Share on other sites More sharing options...
Victor Posted January 12, 2017 Share Posted January 12, 2017 @DeadMeatGF yes, I could see the site correctly as well on the details section (when I was looking into this) and, as you mentioned, it seems to affect request list only... (and the table...) Link to comment Share on other sites More sharing options...
Shamaila.Yousaf Posted January 13, 2017 Author Share Posted January 13, 2017 Looks like we are still experiencing the issue today @Victor I will await your response and hope that this issue be resolved sometime soon. Thanks for your assistance. Link to comment Share on other sites More sharing options...
Keith Posted January 13, 2017 Share Posted January 13, 2017 @Victor, We are noticing this too. 1 Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 14, 2017 Share Posted January 14, 2017 All, Thank you for bringing this to our attention. We have now addressed this issue. A fix will be available soon. Thanks, Ehsan Link to comment Share on other sites More sharing options...
Victor Posted January 16, 2017 Share Posted January 16, 2017 @shamaila.yousaf @DeadMeatGF @Keith we have release a patch for 2.38 to address this issue. Please update Service Manager to latest release to have this fixed. Link to comment Share on other sites More sharing options...
Keith Posted January 16, 2017 Share Posted January 16, 2017 @Victor It seems this is working for newly created requests. But what about those that are already created were the site shows undefined? Will they be corrected? 1 Link to comment Share on other sites More sharing options...
Victor Posted January 16, 2017 Share Posted January 16, 2017 @Keith I'm afraid it does not work retroactively. I'll have look and see if we can manually fix these in the DB. 1 Link to comment Share on other sites More sharing options...
Keith Posted January 17, 2017 Share Posted January 17, 2017 Thanks @Victor that would be appreciated. Link to comment Share on other sites More sharing options...
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