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StevenB77 Super Contributor.
Super Contributor.
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Templates not populating the Area and Sub-Area fields...

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Hello SM Community,

I just finished an upgrade from 9.41 classic to 9.52 hybrid. When I attempt to apply a template that has a value for Area and Sub-area the values do not get populated in the interaction. When I loaded the 9.50 out of the box data into a demo system I was able to reproduce the same error. See the steps below to reproduce:

(1) From the System Navigator go to Tailoring | Templates

(2) Perform a true search with Interactions selected in the drop down

(3) Highlight “System virus”

(4) Notice the values for Area and Sub-Area

Area: security

Sub-Area: virus alert

(5) Click “Refresh Fields”

(6) Notice after refresh there are no longer Area and Sub-Area values in the Caption column. 

Note: if you try to apply this template to an Interaction before clicking refresh fields the Area and Sub-Area values are still not populated on the Interaction

Is anyone aware of a workaround or fix for this issue?

 

Thanks in Advance,

 

StevenB

 

 

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StevenB77 Super Contributor.
Super Contributor.

Re: Templates not populating the Area and Sub-Area fields...

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This issue goes back to 9.35, per support.  You have to do the following to get the area/subarea values to be displayed when applying a template:

  • datadict
  • search for “incidents”
  • search for the fields “subcategory” and “product.type”
  • Change the usage type to “application”
  • Save the changes and log out from SM.
  • Log again and try to reproduce the issue.
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Carlos_V_SM Acclaimed Contributor.
Acclaimed Contributor.

Re: Templates not populating the Area and Sub-Area fields...

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Hi Steven,

what happens if you change the status of area and subarea fields to another status?

Carlos Villalobos R
Customer Support Engineer
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StevenB77 Super Contributor.
Super Contributor.

Re: Templates not populating the Area and Sub-Area fields...

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Hi Carlos,

Thanks for the reply.  The fields Area and Sub-Area completely disappear after you click the "Refresh Fields" link. You don't have the ability to change it. Even if you save the fields with new values without clicking "Refresh Fields" then when applying the template to the interaction the values still do not get populated in the area/sub-area fields. 

Thanks,

StevenB

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StevenB77 Super Contributor.
Super Contributor.

Re: Templates not populating the Area and Sub-Area fields...

Jump to solution

This issue goes back to 9.35, per support.  You have to do the following to get the area/subarea values to be displayed when applying a template:

  • datadict
  • search for “incidents”
  • search for the fields “subcategory” and “product.type”
  • Change the usage type to “application”
  • Save the changes and log out from SM.
  • Log again and try to reproduce the issue.
0 Likes
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