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In sn_customerservice_case records, saving a form does not always save additional comment values if set from templates - Known Error
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  • In sn_customerservice_case records, saving a form does not always save additional comment values if set from templates
KB0676162

In sn_customerservice_case records, saving a form does not always save additional comment values if set from templates


745 Views Last updated : Apr 7, 2024 public Copy Permalink
KB Summary by Now Assist

Description

In a sn_customerservice_case record, if additional comments are set from templates, the value has to be posted using POST button and saving the form does not always save the additional comment value.

Steps to Reproduce

  1. Install the Customer Service - com.sn_customerservice plugin.

  2. Go to the following URL and open any existing case.

    nav_to.do?uri=sn_customerservice_case_list.do

  3. Right-click the form header and choose View > Case.

  4. Toggle the template bar in the context menu of the form and create a new template with the following values:

    • Short description: test
    • Additional Comments: some random text
  5. Apply this template on the sn_customerservice_case form and click Save.

    Although you can see its value in Additional comments, when the form is saved, the value is not always shown in the activities list. (Try clicking POST to save the value.)

Workaround

This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.


Related Problem: PRB1206918

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