12 Replies Latest reply on Feb 14, 2019 4:30 AM by AlasdairRobertson

    Autofill rules are not working in self service mobile

    ItsmCSL Apprentice


      On a request form, we have a field manager and a field requested by. Once the field requested by is filled with the name of the requestor, the filed manager shows the name of the manager of the requestor. This looks good for the first moment.
      1.jpg

      When trying to save the request, the following error appears:
      2.jpg

      A message appears that the field is not filled but that is not true, it was automatically filled.

      The field “Requested For” is a drop down field with a picklist behind it:

      3.jpg

      4.jpg

      The field “ManagerDisplayName_ITSM” is used as additional field to gather the manager name of the requestor.
      The field manager is also a drop down field which is based on a picklist (the same as above)
      There is an auto fill expression :
      5.jpg
      Whenever “requested by” is changed, the name of the manager should be filled in here.

      This works fine with the normal self service page. Also for all service desk analysts there is no issue. In self service mobile, it looks like the value is filled but when saving the error appears. So it looks like the auto fill expression is not recognized in self service mobile.
      We are using version 2018.1.1. We tested the same situation in 2018.3.1 and had the same issue. Do you have an idea?

        • 1. Re: Autofill rules are not working in self service mobile
          IJU Expert

          Hello Christian

           

          I cannot see any images. Could you upload them again?

           

          Also: Did you already open an Incident with ivanti? Especially the mobile view is still (very) buggy.

           

          Kind regards

           

          Immanuel Jungheim

          Senior Consultant

           

          ITSM Group – Be Better.

          www.itsmgroup.com

          • 2. Re: Autofill rules are not working in self service mobile
            ItsmCSL Apprentice

            Hallo Immanuel,

             

            pictures should be there now.

            I hope there is a solution for this. We are waiting for a useable mobile view since years. Yes a ticket is open. But in parallel wanted to see if someone in the community had the same issue before.

             

            Regards,

            Christian

            • 3. Re: Autofill rules are not working in self service mobile
              IJU Expert

              Hello Christian,

               

              can you also share the picklist of the manager field being used? Does the "value" expected by the picklist match the value it gets via the autofill?

               

              Regards

               

              Immanuel Jungheim

              Senior Consultant

               

              ITSM Group – Be Better.

              www.itsmgroup.com

              • 4. Re: Autofill rules are not working in self service mobile
                ItsmCSL Apprentice

                6.jpg

                Displayname is the Value and this what we autofill in the drop down field.

                • 5. Re: Autofill rules are not working in self service mobile
                  Pedro@marxtar Specialist

                  Hi Christian,

                   

                  unfortunately this is a limitation of the product that I reported a couple of years ago. Please report it to the help desk.

                   

                  Kind regards

                  Pedro Ferreira

                  • 6. Re: Autofill rules are not working in self service mobile
                    IJU Expert

                    Hello Christian,

                     

                    I must say that it seems like you didn't do anything wrong ^^

                     

                    Is the manager field read only? If yes: what happens if you undo this? If no can you save the record if you manually change the manager after it has been prefilled?

                     

                    Kind regards

                     

                    Immanuel Jungheim

                    Senior Consultant

                     

                    ITSM Group – Be Better.

                    www.itsmgroup.com

                    • 7. Re: Autofill rules are not working in self service mobile
                      ItsmCSL Apprentice

                      The field is not read only. When I go into the field, delete the name and set it manualy it works.

                       

                      I did some tests today with two ouf of the box pick lists (Active Employee and Orgunit By RecID).

                      Not sure why but the same situation works for those two.

                      org1.jpg

                      org2.jpg

                      org3.jpg

                      • 8. Re: Autofill rules are not working in self service mobile
                        IJU Expert

                        That's weird.

                         

                        Did you try to rebuild it? Maybe use a different field than the custom field you use for providing the value.

                        Sometimes building it from scratch can help. But who knows. ^^

                         

                        Kind regards

                        Immanuel Jungheim

                        Senior Consultant

                         

                        ITSM Group – Be Better.

                        www.itsmgroup.com

                        • 9. Re: Autofill rules are not working in self service mobile
                          Pedro@marxtar Specialist

                          Hi Christian,

                           

                          if you pull in the manager name on the requester drop down you pull in additional fields and you want the supervisor field from the employee object

                          then on the manager text field you can just add and expression for the default value without the every using the recID for the managerlink. Just drag across the employee: supervisor (manager) field.

                           

                          The Mobile self service does not allow you to auto populate a drop down and then use it to search a new value on a drop down. Please log and incident with Ivanti as then have not prioratised fixing this bug for the last 2 years.

                           

                          Hope this helps!

                           

                          Best wishes

                          Kind regards

                          Pedro Ferreira

                          ITSM Consultant

                          MarXtar

                          • 10. Re: Autofill rules are not working in self service mobile
                            AlasdairRobertson ITSMMVPGroup

                            Hi Christian

                             

                            You can get it to work it just takes another field to make it all hang together.  We use this a lot when doing employee to manager approvals.  An approval for example can run from a persons name (problematic with duplicates), email or RecId.  The method below gets you access to all employee fields, all manager fields and the manager RecId for an approval, this leads to a very flexible solution.

                             

                            • Add a new pick list of employees use the display name field for the display value and the sort field.  Set the Value field to RecId.

                             

                             

                            • Populate your Employee Field as you have done using the Employees Lists and an expression ($(CurrentLoginId()) and grab the Managerlink field using the Additional fields function of the list control.

                             

                            • Add another drop down list control, triggered on the change of your first dropdown field but grabs the RecId value in the hidden dropdown field.  You have the Manager RecId at this point which you can use directly for approvals if required.

                             

                            • Now populate a text field with this Manager Display Name from the hidden field

                             

                             

                            And the finished result (hide the middle field in production)

                             

                            Self Service:

                            Self Service Mobile:

                            And the submitted verison:

                             

                             

                            This provides flexibility whilst supporting future workflow processes, rinse and repeat for the managers manager and so on.

                             

                            Does this help?  if not please let us know.

                            • 11. Re: Autofill rules are not working in self service mobile
                              ItsmCSL Apprentice

                              HI Alasdair,

                               

                              thank you to the tip. That works but only for the user when the field is autopupulated due to the $CurrentUserLoginID() expression. If you go into the field and change the name to another user, the change is not recognized by the system:

                               

                              Example:

                              First field is auto filled with  $CurrentUserLoginID(). The manager rec id and the display name are filled. It is possible to save and the information is stored:

                              filled1.jpg

                               

                              filled2.jpg

                               

                              Example 2:

                              Same offering but this time, I change the Employee_SE field to another name (it was originally auto filled with my name). My expectation would be, RecID of the manager is transferred into the ManagerRecID field and ManagerName should show the display name of the manager: But it doesn't happen:

                              filled3.jpg

                               

                              When savind the request, it looks like this in the database:

                               

                              filled4.jpg

                               

                              This is a real show stopper.

                              • 12. Re: Autofill rules are not working in self service mobile
                                AlasdairRobertson ITSMMVPGroup

                                That is not good, it works in the old self service UI just not the Responsive UI.

                                 

                                I would raise this to support.  I have tried all the techniques I know to force fields to recalculate and they are not working for this