Notes not saving consistently

[Former Member]

Hi,

We have an issue where the notes are not getting saved consistently for multiple users during creation of service requests. Find attached screen

shots  describing this issue in production environment.

However we are not able to  recreate the same issue in DEV/ QA or PRD environment.

This issue occurs  for only multiple users in production .

Please note we do not find any configuration changed in the text determination procedures or users  authorizations these users have

display and change authorization for auth object - CRM_TXT_ID similarto all the other users.

Please

advise.

Regards

Shweta k

[Former Member]

Just one more thing to add here regarding authorization, you mentioned they have display and change authorization for Auth. obj. CRM_TXT_ID but do they have access to the correct Text type, this is defined in field TEXTID of that auth obj. & also correct TEXTOBJECT (Application Object).

[Former Member]

Hi Shobhit,

Thank you for your response,

We checked Auth object CRM_TXT_ID , it has full access in the Activity, Text ID and Texts:
application object.

Please let us know if there is anything else which could be causing this issue.

Regards,

shweta

[Former Member]

Ok, then can you please check if the notes are not persistent in the UI only or if its saving in the db. Run report crm_order_read for the service request and check if you find anything in ET_TEXT.

[Former Member]

Hi Shobhit,

Thanks for the information.

The data is getting saved in data base tables the issue is with appearance of text on web ui.

Actually the issue is in Display mode of service ticket , Notes assignment block shows the latest note saved by the user but in edit mode the same ticket shows the previous note instead of showing blan text area.

this is happening only for few users in prodcution

We tried debugging the service ticket which has this issue, but the ticket got saved properly with note details.

Can you please suggest how to proceed further.

Thanks,

[Former Member]

Ok, so in edit mode does it show correct text type in the dropdown, check if in edit mode it's showing text for Log (text type) then it could be a problem.

Also there are some SAP note for similar issue, not sure it will help.

1500206 - Displayed text belongs to different text type

1635241 - Problems w/ display in text fld:Text changeability incorrect

Also try to use some other browser or system for those users and see if the issue is happening there as well, just to negate the cache issue.

Regards,

Shobhit

[Former Member]

Thanks shobhit for information.

Unfortunatelly both SAP OSS notes are not relavant for us.

i would like to inforn you that , We are able to replicate the issue.

1. Create new service ticket , fill in all mandatory fields, Enter notes and save the ticket

2. Without entering/changing the details of the ticket , Enter new note and click on Save button

3. Now clicking on save button nothing happens ,New note stays in the same assignment block without saving to the ticket.

Please suggest .

[Former Member]

You need to debug the on save event of service ticket, first of all whether its triggering the save method of view implementation class, if yes then where it is failing? If you have not done any custom development for that component then better raise OSS message for SAP to look into into it parallely.