We are unable to save our call logs

Problem reported by Benson Ko - 1/19/2015 at 12:17 AM

Resolved

For some reason we are suddenly unable to save our call logs. We didn't have this problem ever and the last time we were still able to save with no problems was just last friday (January 16, 2015). What happens now is that when we try to save a new call log and the Group and Agent details have already been selected, when you save it for some reason it removes the selected Agent and thus will always tell you "Select an agent for this call log", it's as if it clears your selected Agent when it refreshes or something. No settings were changed recently as far as I know to explain why this is happening. Could this be a bug? Any ideas? Below is the version we are currently using

SmarterTrack Enterprise Edition
Version 10.5.5493.26740

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Bruce Barnes Replied

1/19/2015 at 5:25 AM

Have you tried using different browsers? Recent browser upgrades and patches have wrecked havoc with how many web interfaces respond to cobtent, and sumtimes require a browser cache purge or security patch upgrade to resolve the issue.

Bruce Barnes ChicagoNetTech Inc brucecnt@comcast.net Phonr: (773) 491-9019 Phone: (224) 444-0169 E-Mail and DNS Security Specialist Network Security Specialist Customer Service Portal: https://portal.chicagonettech.com Website: https://www.ChicagoNetTech.com Security Blog: http://networkbastion.blogspot.com/ Web and E-Mail Hosting, E-Mail Security and Consulting

Benson Ko Replied

1/19/2015 at 6:16 PM

Thanks for your reply Bruce. Yes I just tried using Chrome after I cleared its cache and cookies and it does the same thing. I usually use Firefox and also just upgraded it to version 35 and still does the same thing. About that security patch upgrade that should come from Smarter Tools automatically right?

Bruce Barnes Replied

1/19/2015 at 6:30 PM

The security patches come from Microsoft. You must enable the download of all of them, via Microsoft update. Once activated, you need to select both automatic and elective patches, and then install all of them.

.NET 4.5 was just released to Windows 7 and other Windows operating systems.

SmarterMail only creates new versions of the various software. They don't auto-push or download anything.

Many manufacturers also have patching software in their respective machines. IBM uses a "Lenovo updater" on their laptops and this gets run periodically to ensure that the BIOS, finger print reader, NIC card, and other drivers, which are not the responsibility of Microsoft, are updated regularly.

Benson Ko Replied

1/19/2015 at 10:57 PM

Oh I see I thought you were referring to security patches from Smarter Tools for SmarterTrack itself. My PC has always been configured to automatically download and install Windows updates but I do see .NET Framework 4.5.2 for Windows 7 currently still pending to be downloaded. You think this might resolve the issue that I'm having with saving Call Logs after I download and install it?

Bruce Barnes Replied

1/19/2015 at 11:13 PM

Bruce Barnes Replied

1/19/2015 at 11:14 PM

I would make certain that the .NET 4.5.2 patch is downloaded and installed.

Make certain to close all browsers, as well as any other programs, and use the Windows Control Panel, Windows Update function to install the patch. This will take a little while: the download is quick, but the installation takes a few minutes.

Once the patch completes, you will also be required to reboot, and there, as with many other Microsoft patches and service packs, will be two additional parts to the installation: - one when you shut down, and; - another when you start up again - both automatic, so, if you are updating on a laptop, make certain your battery is charged all the way up or you are connected to a power supply or mains.

If you continue to have issues, please post them here. A screenshot may be helpful to assist you in troubleshooting further, and can be pasted into a REPLY, but not into a comment.

Benson Ko Replied

1/20/2015 at 1:06 AM

I am almost certain that doing a Windows update does not solve this issue but I went ahead and did it anyway. And I am not surprised that it didn't, so the problem is still there. I am starting to believe this could be an unknown bug with SmarterTrack itself, it is clearly removing the Agent selection you already made when you try to save it. I don't think a screenshot of this can tell you the whole story but I'll provide you with two.

1. So this first screenshot shows the selection already made for Group, Agent, Subject, Name, Category and the body text

2. Then this one shows what happen after you click 'Save', it removes the selected Agent thus displaying the red text alert above 'Select an agent for this call log'. If you select again and hit save the same thing happens all over again.

Bruce Barnes Replied

1/20/2015 at 2:09 AM

This is progress! Did you makr yourself an Agent, and allow your ID to accept tickets? You need to accep all of the drop-down options before you click next. To do that, wll of those options must be created, tied to agents who have the authority to work in the BRAND, DEPARTMENT, and on the types of tickets you are attempting to create.

Sergio Zozulenko Replied

1/20/2015 at 8:27 AM

That is a bug they introduced in a custom build. I had that exact issue last week after installing a build to fix a unrelated issue.

We had to restore to the previous version to get Call Log functionality back..NET, Windows Updates, etc aren't going to fix the issue. You will have to open a support ticket with them or hope that one of their people see this thread. As it will require a reinstall of the program.

Benson Ko Replied

1/20/2015 at 5:04 PM

Thanks Sergio that's what I thought exactly, just can't find some reference in this community if others are experiencing the same thing. However it looks like we can save now so either it corrected itself or someone from SmarterTrack saw this and fixed it. All good finally.

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