Issue on problem form

mania
Tera Contributor

‎03-13-2024 04:53 AM - edited ‎03-13-2024 05:06 AM

Hi,

 

1.I have wrote one BR for before updating the time worked field it should restrict all the fields except assignment group and assigned to like"please fill the time worked before updating the ticket" on incident and case form in PDI.
The BR is working like : when I am before updating the time worked field am just trying to save the form its showing an error like "please fill the time worked before updating the ticket"on the problem form and then I am just filling the time and save the same form its taking the value and save the form.

2.Here my issue is that BR is working for incident and case. When i apply the same in problem form its not working as expected like here i am giving the value on the time worked field and click on Fix button it is showing one dailogue popup window in that i am just fillng the mandatory fields and click on OK button then also its again throughing me the Error like "please fill the time worked before updating the ticket".


Can you please help on this what is the reason When i click on Fix button it is not taking the value on problem and How to solve this issue. It will be helpful.

 

BR - Before: update

mania_1-1710330769121.png

 

mania_0-1710330728189.png

 


Thanks in Advance!



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jishnu_36
Tera Expert

‎03-13-2024 05:47 AM

Hi 

FYI

  • Problem Form and “Fix” Button:

    • The problem form behaves differently from the incident and case forms. When you click the Fix button, it triggers specific actions related to problem resolution.
    • The Fix button might have additional logic or workflows associated with it, which could interfere with your BR.

  • Dialog Popup Window:

    • The dialog popup window that appears after clicking Fix likely has its own client-side scripts or business rules.
    • When you fill in the mandatory fields in the dialog and click OK, the BR might not re-evaluate immediately, leading to the error message persisting.

  • Solving the Issue:

    • To address this, consider the following steps:

      1. Check Dialog Logic:

        • Inspect the dialog popup window’s logic. Are there any client scripts or business rules associated with it?
        • Ensure that the dialog properly triggers the BR or updates the time worked field value.

      2. Re-Evaluate BR After Dialog Interaction:

        • After clicking OK in the dialog, force a re-evaluation of your BR.
        • You might need to manually trigger the BR or refresh the form to ensure it recognizes the updated time worked value.

      3. Debugging and Logging:

        • Use browser developer tools to debug any client-side scripts.
        • Add logging statements to your BR to see if it’s being triggered after the dialog interaction.

      4. Workflow Considerations:

        • If the Fix button initiates a workflow, review that workflow for any state transitions or field updates.
        • Ensure that the workflow doesn’t interfere with your BR logic.

i hope its useful