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SM9.21: Lost Activity Updates

Since the update to SM9.21, I'm suffering the problem, that some acitivity updates of incidents just seem to disappear. It happens (or seems to happen) completely random. Even tough one user could show me the problem on one ticket three times in a row. After opening and closing the record, everything seems to be normal again.

 

WHEN the problem occours, it is as follows:

- The user opens the record

- Adds the activity update

- Saves the record

- Update field is now empty and it is not appended to the journal updates (even tough SM says "Record saved")

 

I know that the chance that anybody had/has the same problem is very low, but I already spent a lot of time to find a solution ...

 

TIA for any replies

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I have seen the problem in 7.10 app/7.11 RTE. But have not been able to reproduce it, and thus, have not created a case for HP regarding the problem.

The activity journal in porbsummary and the activites tables are two seperate locations for the same data. I have not researched it to find out if it is a problem in both fields.
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It is important to identity which area is missing information as Beth indicated. The issue is probably with the $pmc.details variable since exiting out of the ticket and returning to the record solves the problem. This variable is reference in several RAD Applications and Process records.

 

Here is one expression from the im.view.init Process record:

if (journal.pm in $G.pm.global.environment and nullsub($G.bg, false)=false) then ($pmc.details=nullsub(action in $L.file, {})+{"*** Past Updates ***"}+nullsub(update.action in $L.file, {}))

 

If you are able to replicate the issue with a user that has the SysAdmin or Debug capability word, then you can use the RAD Debugger to display the contents of any field or variable that modifies the $pmc.details variable. A likely cause is that a NULL field/variable is appended to $pmc.details.

 

Note: Appending NULL to something is more like multiplying times zero instead of adding zero...the result is NULL.

Example: $L.temp="abc";$L.null=NULL;$L.result=$L.temp+$L.null ---> $L.result = NULL (not "abc")

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@-m- wrote:

 A likely cause is that a NULL field/variable is appended to $pmc.details.

 

Note: Appending NULL to something is more like multiplying times zero instead of adding zero...the result is NULL.

Example: $L.temp="abc";$L.null=NULL;$L.result=$L.temp+$L.null ---> $L.result = NULL (not "abc")


Wow - this is new to me .. thank you both for your replies!

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