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AutoSuggest showing inactive records

subbaraomahendrakar.1

subbaraomahendrakar.1Apr 19, 2018 10:48 AM

  • 1.  AutoSuggest showing inactive records

    Posted Apr 16, 2018 04:03 AM

    Hi

    we are using CAServiceDesk 17.1

     

    issue we are facing is that in search forms the auto suggest list for assignee groups contains inactive groups. This should be avoided.

     

    For Ex: in our enviornment test1, test2 are active but test8 and test9 are inactive in system.

     

    when analyst search the I/R/P search page and when analyst fills assignee name under 'assignee'  field in list search and type few character like test under 'group' filed, the autosuggest feature is listing all the groups starting  like test1,test2,test8,test9 group values but test8, test9 are inactive group which autosuggest should not come for inactive group.

     

    Can anyone help in search forms the auto suggest list for assignee groups shows only active groups and inactive groups should not show as explained in above example.

     

    Thank you.



  • 2.  Re: AutoSuggest showing inactive records

    Posted Apr 16, 2018 05:26 AM

    Hi Subbarao,

     

    This sounds like a bug.

     

    Please log an official Support Case for further investigation.

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: AutoSuggest showing inactive records

    Posted Apr 16, 2018 06:31 AM

    I believe there was a defect already resolved for this.  Definitely, as Brian mentioned, open a support case for this one for sure!

    Could be the same or different.  What version abd patch level are you running?



  • 4.  Re: AutoSuggest showing inactive records

    Broadcom Employee
    Posted Apr 16, 2018 10:49 AM

    Is this a clean install of SDM 17.1 or an upgrade from a previous release?



  • 5.  Re: AutoSuggest showing inactive records

    Posted Apr 19, 2018 10:48 AM

    Hi Paul,

     

    Its upgraded version from a previous release.



  • 6.  Re: AutoSuggest showing inactive records

    Broadcom Employee
    Posted Apr 18, 2018 04:10 PM

    Hi Subbarao,

    Check this Knowledge Article Autosuggest list includes both active and inactive records and let us know whether it helps. 

    Regards,

    Derek



  • 7.  Re: AutoSuggest showing inactive records

    Broadcom Employee
    Posted Apr 18, 2018 04:56 PM

    Subbarao, does this happen for group field only? if yes, I would say check your customization. If it happens to all other fields, then check the tech doc Derek posted here. Thanks _Chi



  • 8.  Re: AutoSuggest showing inactive records

    Posted Apr 19, 2018 10:47 AM

    HI Chi,

     

    I checked the tech doc Derek posted but the TABLE usp_pdmMacroParam has the entry QBE.EQ.delete_flag=0 already in our environment.

     

    could you suggest where else I have to check in which customization or file name or path I need to look to find what causing this.



  • 9.  Re: AutoSuggest showing inactive records

    Broadcom Employee
    Posted Apr 19, 2018 11:19 AM

    Subbarao, please confirm this happens to the group field ONLY and this happens on one ticket create/update page ONLY. And on what page(detail_in.htmpl, detail_chg.htmpl etc) Thanks _Chi



  • 10.  Re: AutoSuggest showing inactive records

    Broadcom Employee
    Posted Apr 23, 2018 10:29 AM

    Hi Subbarao,

     

    any news on this one further?

     

    Thx

    _R



  • 11.  Re: AutoSuggest showing inactive records

    Posted Apr 24, 2018 06:53 AM

    Hi Chi,

     

    The inactive group is appearing only in list htmpl page (list_in, list_cr, list_pr, list_chg.htmpl) only but not on detail htmpl pages.

     

    please suggest how to proceed and fix this inactive group not to appear in autosuggest



  • 12.  Re: AutoSuggest showing inactive records

    Broadcom Employee
    Posted Apr 24, 2018 08:23 AM

    Subbarao........

     

    Do you have custom versions of list_in, list_cr, list_pr, list_chg.htmpl in NX_ROOT\SITE\MODS?



  • 13.  Re: AutoSuggest showing inactive records
    Best Answer

    Posted Apr 26, 2018 03:23 AM

    Hi all,

     

    in lis_in.htmpl found below line for group field

     

    <PDM_MACRO name=sfLookup hdr="Group" attr=group factory=grp extraURL="KEEP.HC_WC=ztempid=0+QBE.EQ.ztempid=0">

     

    Found that the extra customized code mentioned in extraURL causing the inactive group visible for autosuggest.

    After appending the above line with delete_flag=0 its working properly and not showing inactive groups.

    <PDM_MACRO name=sfLookup hdr="Group" attr=group factory=grp extraURL="KEEP.HC_WC=ztempid=0+QBE.EQ.ztempid=0+QBE.EQ.delete_flag=0">

     

    Thank you all for your help and support in this case