Having the issue with History entries not showing up on Incident request created on console.
Yuriy_Mikhaylenko
Customer IT Monkey ✭
Having the issue with History entries not showing up on Incident request created on console. it happens only in Cireson Portal v7.4 environment. The request has to marinate over several hours to show the history on portal.
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Best Answers
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Tony_Collett
Cireson Support Super IT Monkey ✭✭✭✭✭
Hi Yuriy,
Do you have a lot of History entries that you are trying to load or does it happen with Work Items that only have 1 or 2 entries?
There were a few fixes in the past version of v7 that have improved the History tab, and there is a fix coming up in version 7.5 to fix loading times for the History panel, you may have to wait for that update (no ETA at this stage)
Read more here: https://support.cireson.com/KnowledgeBase/View/1351#/5 -
merlenette_jones
Member Advanced IT Monkey ✭✭✭
Hi Yuriy,
Is it possible your Incidents have a lot of associated items attached to the workitem?5
Answers
Do you have a lot of History entries that you are trying to load or does it happen with Work Items that only have 1 or 2 entries?
There were a few fixes in the past version of v7 that have improved the History tab, and there is a fix coming up in version 7.5 to fix loading times for the History panel, you may have to wait for that update (no ETA at this stage)
Read more here: https://support.cireson.com/KnowledgeBase/View/1351#/
Thank you Tony.
Yes, I did review the 7.5 upcoming fix for the issue with History tab. The interesting thing,that history is not showing up on Incident Requests for a couple of days. It doesn't happens on service requests or other request types.
I hope 7.5 could fix the issue.
Is it possible your Incidents have a lot of associated items attached to the workitem?
Hi Merlenette,
I wish it was correct assumption. Unfortunately, the Incident Requests I have tested had no Related items attached. No Configuration items, no Knowledge Articles, no Attached files. These IRs are needed some time, several hours to show up the history.
Can you open a support ticket for me please. This is a known issue and we have opened a PR around it
Merlenette,
Your assumption lead me to investigate the issue farther. The root of the problem was lots of Parent incidents without children. We did not setup Parent-Children incident resolution option to resolve automatically in SCSM console. Apparently, some analysts created parent IR with several children incidents, than resolved parent incident and left some children unresolved. This way we had accumulated big numbers of Closed parent incidents with no children. We fixed the childless parent incidents issue, and History is visible on IRs now.
Well, we have another unsolved mystery. Now the resolution time cannot be added, subtracted or saved in production. However it works flawlessly in development environment. Both environments have Cireson portal v7.4
Please see the attached screen shots related to History visibility issue.