ST13 - Bug - "No items to show" in the My Tickets section
Problem reported by Michael Woffenden - November 4, 2017 at 8:33 AM
Resolved

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

34 Replies

Reply to Thread
0
Derek Curtis Replied
Employee Post
Thanks, Michael. The devs are looking into it. Are there any console errors in the dev tools? If so, could you post that as well?
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Michael Woffenden Replied
Hi Derek - Where do I find the Dev tools?

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Derek Curtis Replied
Employee Post
Michael -- it depends on the browser you're using. Here's a decent article that covers "The Big 4": https://www.lifewire.com/web-browser-developer-tools-3988965
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Michael Woffenden Replied
Oh, those Dev tools. I know about those. What errors are you seeking... JS errors?

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Michael Woffenden Replied
BTW is there a bug in this community? The image I previously uploaded for this Thread (https://portal.smartertools.com/TempResourceHandler.ashx?file=screenshot_926+(1).png) is now showing as missing.

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Derek Curtis Replied
Employee Post
Any errors, really, that show in the console. If you want you can start a ticket with our Sales Team and include any screenshots there. Put the email to my attention...
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Derek Curtis Replied
Employee Post
As for the image...yeah, that's odd. I'll have someone look into that. The other images you've posted are appearing just fine.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Michael Woffenden Replied
The image thing happened on another post a few days ago... so I've seen it more than once.

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Michael Woffenden Replied
I should start a ticket with Sales, or with Support?

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Derek Curtis Replied
Employee Post
If you need to, start it with Sales. However, I've been informed that the issue with the tickets not appearing has been resolved and will be in the next build, which should be coming out in the next few days. If need be, we may be able to get you a pre-release build you can try. Just let me know.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Michael Woffenden Replied
Thanks for the update Derek ... since it will be fixed soon, will wait for the next build. We can always use the Global section if needed.

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Serge Baranovsky Replied
Derek, we are experiencing the same issue with My Tickets and happy to hear this is to be fixed soon.
 
We also are not able to use the Advanced Search - the same "No items to show" message regardless of the search criteria.
 
It this related to the My Tickets issue in the thread and will the fix also be included in the next build?
 
Thanks!
0
Michael Woffenden Replied
Hey Derek -- I believe it's premature to mark this as "Resolved" since we do not yet have the fix.
 
I would rather see it marked "Fix in Progress" or something similar.

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Derek Curtis Replied
Employee Post
Michael, technically it is fixed and tested, it's just not released. As that's the most accurate status we have, that's why it was marked that way.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Michael Woffenden Replied
Except from where I sit ... we still don't have a fix.

At any rate, do you think we'll see the fix by the end of the week?

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Derek Curtis Replied
Employee Post
Absolutely. We're targeting a Thursday release.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Derek Curtis Replied
Employee Post
Sorry..we're targeting tomorrow (Wednesday) for the release.. Thursday is SmarterMail 16.x.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Michael Woffenden Replied
Even better Derek...thanks for the update!

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Michael Woffenden Replied
Has this made it into today's release?  I could not find it on the list in the release notes.

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Ronald Raley Replied
I am sad to report that this issue still exists and has not been fixed in 13.0.6521 (released today).
 
This is actually a very critical issue for our team and we are back dead in the water.
 
The moment I save My Preferences, all of MY tickets (Active, Waiting, and Closed) are gone from view.  I reported this several weeks ago during the BETA phase.
0
Michael Woffenden Replied
Sorry to hear that Ron! I thought it was odd that I could not find it on the release notes. Derek even made a point to ensure me that it would be in the release.

BTW if you are self hosting, restarting the web site seems to allow the tickets to re-appear, at least temporarily.

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Ronald Raley Replied
Thanks Michael. That info is helpful as I have been uninstalling/reinstalling in order for them to appear.
0
Derek Curtis Replied
Employee Post
Are you guys changing themes when this happens? ( I.e., changing from light to dark.) Or is it a persistent issue?
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Ronald Raley Replied
I did a video screen capture for you dude. Created a ticket for it.
0
Michael Woffenden Replied
Hey Derek, what happened to the fix that was already in place for this?

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Derek Curtis Replied
Employee Post
We've received feedback from some customers who've noted that the issue was cleared up with yesterday's release. Apparently, it isn't addressing others' issues. We'll reach out to you who are still seeing the issue and see if we can figure out what's different on your systems versus others'.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Derek Curtis Replied
Employee Post
Ron and Michael - you should both have links to a pre-release version that includes a fix for the issue where switching themes...or simply saving changes...causes your tickets to disappear from the grid in My Tickets. If you don't just yet, it's on its way. Thanks for your help!
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Ronald Raley Replied
Derek, we are now fixed. Thanks for your help!
0
Michael Woffenden Replied
Looks good from here as well.

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

0
Martin Sinclair Replied
Hi,
We have  SmarterTrack Enterprise Version 13.0.6521.17061. And this issue is still not resolved for us.
 
However we do have multiple departments. Only one of them is not appearing in the "my tickets" section. This department was the original department in our smartertrack. The others came later on in time.
 
Let us know what other details you need from us to help resolve. Thank you.
 
Regards,
 
Kimberley
 
0
Serge Baranovsky Replied
We have the latest 13.0.6521 and I can confirm this issue is still reproduced when user changes theme Dark/Light. As well as this ticket - https://portal.smartertools.com/community/a89847/st13-show-html-is-not-working.aspx
 
Both require a web site restart after changing a theme.
0
Derek Curtis Replied
Employee Post
Serge, I started a ticket with you.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Derek Curtis Replied
Employee Post
I've started an outbound ticket with you as well.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Charles Semple Replied
Hi we have the same issue with 13.0.6521.17061 where our agents can not view their tickets and receive the error message "no items were found for this view" A website restart fixes for some agents but not all.

Regards

Sanjit Rana

Reply to Thread