5 Replies Latest reply on Aug 3, 2018 4:17 AM by Piotr Sadowski

    Request ID search results with prefix changed from v7 to v9.1?

    Uli Rogosch

      Hi there,

       

      we are migrating from v7.0 to v9.1 (currently using 9.1.02 from Dec 2016)

       

      - on a regular form with any prefix specified for the request id field

      - let's say a request id exists with PRF000000000001

      - in search mode of the form I only enter '1' in the request id field

       

      in v7.0 I get the matching result PRF000000000001

      in v9.1 I get no matching results

       

      On forms without prefix, the search returns results in both versions

       

      QBE match on the field was not changed (still anywhere)

      We do not use FTS, but since the upgrade the FTS agent setting is available and enabled by default.

      Unfortunately I have no logs available right now. Will add them as soon as possible.

       

      Either the search behaviour of the ASTGETENTRY has changed since v7.0 or there is some configuration issue we did not find.

      I could not find any issue or change regarding that behaviour and Patch 001 for SP 9.1.02 does not seem to cover this.

       

      Any ideas on that?

       

      Kind regards

      Uli

        • 1. Re: Request ID search results with prefix changed from v7 to v9.1?
          Evan Ruble

          Hi Uli,

           

          I tested this on 9.1.02.000 using HPD:Associations, and it did perform the search correctly. Can you provide specific steps to reproduce your problem? Worst case, we can both perform the same action and compare workflow logs.

           

          If you have Smart IT installed, did you remove zeros from request IDs? On certain forms the search will not work correctly with the long ID format.

           

          For example, on HPD:Help Desk if you search for "1", it will convert the ID to the short version - INC1, rather than the long version INC0000000000001. In that's the case, the search doesn't seem to work correctly for IDs of the old format.

           

          Thanks,

          -ER

          • 2. Re: Request ID search results with prefix changed from v7 to v9.1?
            Uli Rogosch

            Hi Evan,

             

            sry for my delayed answer and thx for your suggestion, but we stepped back and are currently testing 8.1 where the issue mentioned is not existing, so I cannot provide any direct example right now.
            In addtion we do not use much of the ITSM suite but mostly custom forms, so this is more of a general issue (I think I posted my question in the wrong area then..). But anyway this should not happen at all....I think

             

            I think we are going to upgrade our migration testing environment to 9.1 again tomorrow.

            I will post more detailed information on this, as soon as it is available.

             

            thx in advance for your support

            Uli

            • 3. Re: Request ID search results with prefix changed from v7 to v9.1?
              Piotr Sadowski

              Hi Uli Rogosch, were you able to find solution for this problem in 9.1.x? I have the same problem on 9.1.03.001. Thanks for answer.

              • 4. Re: Request ID search results with prefix changed from v7 to v9.1?
                Uli Rogosch

                Hi Piotr,

                 

                not yet.
                After a year we are now finally resuming our upgrade efforts to Version V9.1.04 from V8.1.02.
                It seems there have been some changes, because the mentioned problem does no longer appear in search mode on the form itself.

                We can now successfully enter the request id as short integer value into the search field and the distinct request will be found.

                 

                Unfortunately the SetFields, PushFields and OpenWindow Actions still show the same behaviour:

                In this example I put in a fixed value. One could use an Integer Field reference instead.

                This works in V7.x and V8.x, but NOT in V9.x

                V7.x and V8.x log

                V9.1.04 log

                In V9.1.04 the prefix is just not accounted for.

                 

                One might ask where such worklow would make sense. We often use it for custom searches in display consoles for quick access to certain request where the user enters a short ID version of the full length version of the request ID of a ticket.

                 

                In an Open Window action this might be harmless and only lead to an empty data display.

                In a SetFields or PushFields action on the other hand this might even lead to data corruption, depending on your workflow.

                (Consider a PushFields modifiying the request on id match else creating a new recordset)

                 

                I don't now, if the newest release contains any fix for that, since our maintenance contract has currently expired (working on that), but I could not find any mention of this problem anywhere in the buglist.

                 

                We could work around this problem by changing our workflow, but it is hard to detect the places in which we are using such functionality.

                So it would be nice to have this version behave like before.

                • 5. Re: Request ID search results with prefix changed from v7 to v9.1?
                  Piotr Sadowski

                  Hi Uli Rogosch, I received information from BMC support that this defect is fixed in version 18.05, but I had no chance to test this yet :/ I tested in version 9.1.04 and problem sill exist.