10 Replies Latest reply: Jun 27, 2012 6:54 AM by Laurent Matheo RSS

    SRM Request Entry Console categorisations are not displaying..

    Aniyan Paul

      Hi..

       

      In the SRM Request entry form(Console) few users are receiving the "No Service Request matching your search criteria" message with blank screen. but if they do a search, then the system will list the SRD which the user is entitled to.

       

      this is happening in english and french views for few users, most of the userse with same privilege are able to see the service categorisations without any issues.

       

      Did tried to deleting the browser cache and server cache and restarting the Client machine, but still the categorisations are not able to see.

       

      can anyone please let me know is there any solution for this?

       

      Thanks & Regards

      Aniyan Paul

        • 1. SRM Request Entry Console categorisations are not displaying..
          Laurent Matheo

          Did you check in "SRS:CFG-ApplicationPreferences" for these users if the "Initial Console View *" is ok?

          Like set to "Service Categories"?

          • 2. SRM Request Entry Console categorisations are not displaying..
            Aniyan Paul

            Hi Laurent,

             

            Yes, there its selected as Service categories. eventhough the user clicks on "Browse Category" link also the categories will not sho-up.

             

            hanks & Regards

            Aniyan Abraham Paul

            • 3. SRM Request Entry Console categorisations are not displaying..
              Laurent Matheo

              I logged API + SQL, it seems there are some API calls about enttitlement. Did you flush the "user entitlement" cache as well?

               

               

              I guess you should try to log:

              API + SQL on the server and try to run the queries to see what is there for an use and what is missing for another.

              • 4. SRM Request Entry Console categorisations are not displaying..
                Aniyan Paul

                you meant following two forms, I did a search and this shows the SRDs which the user have access to. User is able to see the SRDs when he/she clicks on the search button, but system is not showing the categorization.

                 

                ENT: Enttitlement Generate QUAL/CACHE

                SRD:Categories_ServiceRequestDefinition

                • 5. Re: SRM Request Entry Console categorisations are not displaying..
                  Laurent Matheo

                  Yeah but perhaps the query isn't the same?

                   

                  In my logs I see this, it seems it tries to get the Categories here, do you have the same things in the logs for those people?

                  API call:

                  +GLEWF  ARGetListEntryWithFields -- schema SRD:Categories_ServiceRequestDefinition from Mid-tier (protocol 18) at IP address xx.xx.xx.xx

                   

                  According SQL Query:

                  SELECT T2545.C1,C302162700,C302882800,C302903200,C302889900,C302822400,C302893800,C302889300,C303787100,C179,C303785300,C302974200,C302974400 FROM T2545 WHERE (((T2545.C179 = 'SR005056830082OObxTQTx8vAwi0QB') OR (T2545.C179 = 'SR005056830082FDD6TQqEBsBQqDcL') OR (T2545.C179 = 'SR00505683008293kATgZy_fFw-EEH') OR (T2545.C179 = 'SR00505697020CgFjnTgc0FjBA_Z4B') OR (T2545.C179 = 'SR000C2938FD8AiSnBTggRN5AABVsA') OR (T2545.C179 = 'SR000C2938FD8AiSnBTggRN5AABVsA') OR (T2545.C179 = 'SR000C2938FD8AiHHCTgK9EbAQ6EcA') OR (T2545.C179 = 'SR00505697020C2VLzTgRE9IAAez0A') OR (T2545.C179 = 'SR00505697020ClZH8Tg_iMiEAuN8D') OR (T2545.C179 = 'SR00505697020C6XtfTwUg0qFgujkD') OR (T2545.C179 = 'SR00505697020C2s9gTwOfNZGwoFQE') OR (T2545.C179 = 'SR00505697020CesFhTwts4JHwz-YE') OR (T2545.C179 = 'SR00505697020CiRliTwsclhIAQLwF') OR (T2545.C179 = 'SR00505697020ClyRiTwzfWMIAwdsF') OR (T2545.C179 = 'SR000C2938FD8AFalPTwaY2hAAjW8A') OR (T2545.C179 = 'SR00505697020C_jZnTwdNdcNAQskI') OR (T2545.C179 = 'SR00505697020CCq1oTwMfcROgPHgJ') OR (T2545.C179 = 'SR000C2938FD8AHSR0TwAL9KAAbDMA') OR (T2545.C179 = 'SR00505697020C5OGPTwry_mAwiMAA') OR (T2545.C179 = 'SR00505697020CFeaPTw0I32AwMckA') OR (T2545.C179 = 'SR00505697020CV36WTwylG5HQs8EF') OR (T2545.C179 = 'SR00505697020CxaKeTwtkrlFQkYUE')) AND (T2545.C302893800 IS NOT  NULL) AND (T2545.C160 = 'fr_FR')) ORDER BY C302893800 ASC,C302889300 ASC,C302882800 ASC, 1 ASC

                  • 6. Re: SRM Request Entry Console categorisations are not displaying..
                    Laurent Matheo

                    Edit for last post:

                    I just saw the "locale" in the query, do they have a correct one in "AR System User Preferences".

                     

                    AND (T2545.C160 = 'fr_FR')

                    • 7. SRM Request Entry Console categorisations are not displaying..
                      Aniyan Paul

                      yes.. I think the problem is something related to this..  before a week back there was two SQL queries used to get executed one with Fr_CA and another Fr.  But now in the System I can see only one query is getting executed, more wiered is.. in the non-Prod environment both queries are executing but in PROD only the Query associated to Fr_CA as shown below.

                       

                       

                      SELECT COUNT(*)  FROM T2219 WHERE (('ID0050568E6B93wB-nTQtRTnAwvgIG' = T2219.C303747500) AND ((T2219.C112 LIKE '%;''aa'';%') OR (T2219.C112 LIKE '%;0;%') OR (T2219.C112 LIKE '%;1000000302;%')) AND (T2219.C160 = 'fr_CA'))

                       

                      do you know, is there any place where we can disable/enable this option??..

                      • 8. SRM Request Entry Console categorisations are not displaying..
                        Laurent Matheo

                        Did you check in the user record in "AR System User Preference"? Perhaps he has set fr_CA or a wrong locale?

                         

                        Usually the locale is defined in the SRD (manage locales), did you set "fr" or something more specific (fr_CA or fr_FR)?

                        • 9. SRM Request Entry Console categorisations are not displaying..
                          Aniyan Paul

                          Hi..

                           

                          In the user preference its Fr_CA, but in the DB level normally it should execute two SQL queries as I mentioned above. One query with Fr_CA and another Query with Fr, but now in the PROD environment only one query is executing... in other environments still both the queries are executing, If I use the same user preference in the Non-Prod Environment then I can see bth the SQL queries are executing.   I am not sure where we can enable/disable this funtionality.

                          • 10. SRM Request Entry Console categorisations are not displaying..
                            Laurent Matheo

                            No idea... Did you try logging at filter level as well? Else it's API calls and I don't know how you can configure this :s