ST13 - Bug - "No items to show" in the My Tickets section

Problem reported by Michael Woffenden - 11/4/2017 at 8:33 AM

Resolved

30 Replies

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Derek Curtis Replied

11/4/2017 at 11:41 AM

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. www.smartertools.com

Michael Woffenden Replied

11/4/2017 at 12:10 PM

Hi Derek - Where do I find the Dev tools?

Derek Curtis Replied

11/6/2017 at 7:09 AM

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. www.smartertools.com

Michael Woffenden Replied

11/6/2017 at 7:48 AM

Oh, those Dev tools. I know about those. What errors are you seeking... JS errors?

Michael Woffenden Replied

11/6/2017 at 7:50 AM

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.

Derek Curtis Replied

11/6/2017 at 7:55 AM

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. www.smartertools.com

Derek Curtis Replied

11/6/2017 at 7:59 AM

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. www.smartertools.com

Michael Woffenden Replied

11/6/2017 at 8:03 AM

The image thing happened on another post a few days ago... so I've seen it more than once.

Michael Woffenden Replied

11/6/2017 at 8:04 AM

I should start a ticket with Sales, or with Support?

Derek Curtis Replied

11/6/2017 at 8:14 AM

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. www.smartertools.com

Michael Woffenden Replied

11/6/2017 at 8:21 AM

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.

Serge Baranovsky Replied

11/7/2017 at 12:32 AM

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!

Michael Woffenden Replied

11/7/2017 at 6:06 AM

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.

Derek Curtis Replied

11/7/2017 at 7:09 AM

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. www.smartertools.com

Michael Woffenden Replied

11/7/2017 at 7:19 AM

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?

Derek Curtis Replied

11/7/2017 at 7:36 AM

Employee Post

Absolutely. We're targeting a Thursday release.

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Derek Curtis Replied

11/7/2017 at 6:10 PM

Employee Post

Sorry..we're targeting tomorrow (Wednesday) for the release.. Thursday is SmarterMail 16.x.

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Michael Woffenden Replied

11/7/2017 at 7:05 PM

Even better Derek...thanks for the update!

Michael Woffenden Replied

11/8/2017 at 5:30 PM

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

Michael Woffenden Replied

11/8/2017 at 7:49 PM

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.

Derek Curtis Replied

11/8/2017 at 8:55 PM

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. www.smartertools.com

Michael Woffenden Replied

11/9/2017 at 6:05 AM

Hey Derek, what happened to the fix that was already in place for this?

Derek Curtis Replied

11/9/2017 at 7:17 AM

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. www.smartertools.com

Derek Curtis Replied

11/9/2017 at 12:19 PM

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. www.smartertools.com

Michael Woffenden Replied

11/9/2017 at 6:38 PM

Looks good from here as well.

Martin Sinclair Replied

11/13/2017 at 6:32 PM

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

Serge Baranovsky Replied

11/13/2017 at 7:15 PM

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.

Derek Curtis Replied

11/14/2017 at 10:05 AM

Employee Post

Serge, I started a ticket with you.

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Derek Curtis Replied

11/14/2017 at 10:08 AM

Employee Post

I've started an outbound ticket with you as well.

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Charles Semple Replied

11/16/2017 at 2:28 AM

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

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