End User comments not saving
Emma_Jenkins
Customer IT Monkey ✭
I have had a number of reports from our End Users who claim to have added a comment to their workitem but they aren't there. the first obvious thing was are they clicking add and save before leaving the page and in some instances this might be the case! But say when I do watch the User add their comment correctly and it saves all fine so I know that they know what they are doing, what else could have gone wrong previously? They aren't one offs either I have Users repeatedly giving us the same answer while an Analyst keeps repeating the question.
There is nothing to suggest comments were added in job history and when I log into the console I cannot see any of the missing comments there either.
Bit odd really, I don't know where to look in the DB for comments but surely they would be reflected in the console if not the portal anyway so genuinely stuck for an explanation here.🤔
Best Answer
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Mikkel_Madsen
Customer Advanced IT Monkey ✭✭✭
Not an answer to your problem :) But we implemented this one to make it easier for end users to add a comment - It saves the comment/request when hitting "add" https://community.cireson.com/discussion/comment/5934/
6
Answers
Well, as you say yourself, the obvious and most usual reason, is that they do not save after adding, or maybe not even adding at all. The next place to look would be in C:\inetpub\CiresonPortal\Logs\WebConsole.log and look after errors. Additional details can be enabled in Web.config. See https://support.cireson.com/KnowledgeBase/View/49 "Enable Logging for the Portal and CacheBuilder" for more details.
Not an answer to your problem :) But we implemented this one to make it easier for end users to add a comment - It saves the comment/request when hitting "add" https://community.cireson.com/discussion/comment/5934/
@Mikkel_Madsen
Good suggestion Mikkel, that solution solved a lot of the same issues for us. Make sure to use the newest version, to have the latest fixes.
Thanks @Mikkel_Madsen trying it out right now :)
Please vote here to have this funcionality OOB: https://community.cireson.com/discussion/104/implement-auto-save-when-a-comment-is-added-to-an-ir-sr-for-cireson-ssp-and-analyst-portal