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  • 1.  SD Incident View Current Assignments and Some Tasks and Actions disapears

    Posted Oct 30, 2015 06:05 AM

     

    Hi

    I've been having a problem for a while now that some incidents (I'm unable to find any common denominator between the problematic incident views) that the the Current Assignments web part is displayed empty an most of the Tasks and Actions (with the exception of the Process Type Actions) disapear from the view. Which leaves us unable to perform any of the missing actions e.g. Hold management.

     

    Has anyone come accross this before. It does not happen to all incidents but to quite a few. I've been able to update the incidents directly in the Process Manager database, with the exception of placing an incident on Hold, but this does not kick off any of the rules, and is rather frustrating

     

    Current Assignments and Tasks and Actions Not All Options Displayes_0.png

    Much appreciated

    Ilze



  • 2.  RE: SD Incident View Current Assignments and Some Tasks and Actions disapears

    Trusted Advisor
    Posted Oct 30, 2015 07:20 AM

    Hi Ilze, 

    Does you find that this data is missing straight after incident creation?

    Thanks



  • 3.  RE: SD Incident View Current Assignments and Some Tasks and Actions disapears

    Posted Oct 30, 2015 09:02 AM

    Is there any interesting Descripton field content that contains some special characters or unclosed html tags?



  • 4.  RE: SD Incident View Current Assignments and Some Tasks and Actions disapears

    Posted Nov 02, 2015 03:56 AM

    The data does not go missing immediately after the incident has been created, it is only after the incident has been open for some time.

    Also I did confirm that there are not HTML tags or characters pesent within the subject / description or any other field



  • 5.  RE: SD Incident View Current Assignments and Some Tasks and Actions disapears

    Posted Nov 03, 2015 04:30 AM

    No comments have been added with special characters either



  • 6.  RE: SD Incident View Current Assignments and Some Tasks and Actions disapears

    Posted Nov 03, 2015 02:23 PM

    Any clues in the process history?



  • 7.  RE: SD Incident View Current Assignments and Some Tasks and Actions disapears

    Posted Nov 04, 2015 07:33 AM

    There are no errors within the process history. The only thing that the incidents have in common is that their Impact, Urgency and Priority was edited after the call was submitted.