Service portal showing different status for same request

Darren_OLeary

I have a number of SRs with associated MAs which have been completed.

When I view the SR, it shows as Completed, but when viewing the SR in the All Work Items view, it still display as "In Progress".

See below images for reference.

The SRs are also showing as Completed in Service Manager, so it appears to be something with the data in the Cireson DB.

Any idea how I can correct this?

Joe_Burrows

Thanks Darren, maybe best to log a support ticket with logging level set to ALL (as those logs you probably dont want on the internet )

To do this:

· Stop Cachebuilder
· Enable ALL level logging for the website if you haven’t already. Instructions to enable ALL level logging can be found here:   https://support.cireson.com/KnowledgeBase/View/34/?selectedtab=enduser 
· Restart Cachebuilder


Cheers!
Joe

Joe_Burrows

Hi Darren

This will be an issue with the cacehbuilder, first check the service is running and then review the cachebuilder.log file for errors as to what is wrong.

Regards
Joe

Darren_OLeary

Thanks Joe.

The cachebuilder service is running and I did a refresh of the cachebuilder, but still have the same issue.
The cachebuilder file (cachebuilder_131553544247796341.log) is attached that I saved prior to refreshing it/creating a new one.

The most recent cachebuilder file is also attached.

Joe_Burrows

Thanks Darren, maybe best to log a support ticket with logging level set to ALL (as those logs you probably dont want on the internet )

To do this:

· Stop Cachebuilder
· Enable ALL level logging for the website if you haven’t already. Instructions to enable ALL level logging can be found here:   https://support.cireson.com/KnowledgeBase/View/34/?selectedtab=enduser 
· Restart Cachebuilder


Cheers!
Joe