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Replies posted by Andrew D'Antonio

67 Replies

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KatherinePriceSidekick (Customer)

asked in Alliance

Changes made by Process Flow are not downloading to Mobile like when the item is changed in back-office

Installed Item dispatches only occur when items are added, deleted, or a subset of standard fields are changed. To work around this limitation, we added the following section to the API so that when the item is updated via Process Flow, a forced dispatch occurs:<root xmlns:dt="urn:schemas-microsoft-com:datatypes"> <session email="" alias=""> <state bc_name="item_installed" use_cache_refresh="False" is_retry_on_optimistic_error="true" max_retry_on_optimistic_error="50"> <action name="data"> <main> <row number="1"> <item_id in_var="" out_var="">{item_id}</item_id> <cst_phase in_var="" out_var="">{new_item_phase}</cst_phase> <cc_mobile_item_event>AddItem</cc_mobile_item_event> </row> </main> </action> </state> </session></root>

ChristopheSidekick (Partner)

asked in Alliance

Alliance 15.4 error on reports trough the web

Hi Christophe,Your screenshots only show the Network tab. If you click on the “Console” tab, it should have some output about the issue. Is there anything logged to the “Console” tab when you refresh the report window?Thanks,Andrew

ChristopheSidekick (Partner)

asked in Alliance

Alliance 15.4 error on reports trough the web

Hi Christophe,If you press F12 in the web browser, it should open the browser developer tools. In the developer tools, if you click on the “Console” tab, you should see a better error of what the issue is. Can you post back with the results? It could be maybe that the URL is not defined correctly in the configuration editor. Please also verify that the PrimaryWebServerURL is pointing to a fully qualified domain and that the ClientScheme is also set.Thanks,Andrew

Michael.BiermannDo Gooder (Customer)

asked in Alliance

Any functionalities behind Priority SLA Checkbox in Contract?

The "Priority SLA” checkbox changes some system functionality. So, if you need a field to mark specific contracts to be preferred in a view, I suggest creating a new field via customizer as you mentioned.This is the Priority SLA definition that is defined in the user help documentation:“Priority SLASelect this checkbox if the contract is to allow changing the priority on orders based upon Priority SLA definitions. If this checkbox is not checked then the Priority SLA page of the contract will be disabled.”

Laurence DEBRIESidekick (Partner)

asked in Alliance

Duplicates Services in Service Order

The Order Workflow Setup user help document explains all of the options. I don’t think the functionality that you’re explaining is a bug though. With Consolidation - When this option is selected and multiple items are added to the order, Service Order consolidation will occur. All demands that existed before multiple items were added are increased by the quantity of the original demand quantity, multiplied by the number of added items. When the Service Guide demands options are selected (below) and the demand's quantity is changed and new items are added, the system will increase the demand's quantity by the service guide quantity, multiplied by the number of newly added items. Without Consolidation - When this option is selected, no Service Order consolidation will occur. Serv. Guide Dem. by Item - This selection means that all items located at a site will be consolidated on one multi-item Service Order line and request number (ID), the Service Guide demands will not be consolidated,

Laurence DEBRIESidekick (Partner)

asked in Alliance

Duplicates Services in Service Order

Hi Laurence,I just remembered we had a customer report a similar issue with multiple demands added when items are added, and it was because of a setting in Workflow (Service).Can you go to the Workflow (Service) module and check the setting “Increase Demands” and make sure that it’s set to “No” and see if the issue still occurs?

Laurence DEBRIESidekick (Partner)

asked in Alliance

Duplicates Services in Service Order

If adding new equipment is adding new services, I think Reid is on the right track with Standard Guides. The “Auto Load” checkbox will add standard guides for each item added to the order. If not on the problem code or item itself, is it on the contract?You can also check the database with this query to see if there are any standard guides defined that use those services.--Check problem code standard guides.select * from pcode_demand_xref where bpart_id in ('SERFORFAIT002', 'SERFORFAIT003');--Check contract standard guides.select * from contract_std_guide where bpart_id in ('SERFORFAIT002', 'SERFORFAIT003');

k.bilslandSidekick (Employee)

asked in Alliance

Using Imports via API Call

I don’t know if it’s possible, but if you check the network tab in the developer tools while running an import, you can see the webservice that gets invoked when importing from the application.The payload is the excel file along with the template and session information.Hope this helps. If a custom endpoint is needed to invoke this service, it would need to be done as a customization by IFS.

Narendran A IDo Gooder (Customer)

asked in Alliance

Astea Cache Server not running

Based on the error message provided, check the firewall rules to make sure the port isn’t being blocked. You can also check out this article on StackOverflow: Can't bind TCP listener *:6379 using Redis on Windows - Stack Overflow

Phil SeifertUltimate Hero (Employee)

posted in Alliance

sp_application_views_culturefix Error upgrading from 15.3HF5 to v15.4SU4

Thanks for this. So the SQL that needs to be executed is this?delete from ap_glb_param where ap_glb_param_code = 'glb_views_ignore_culture' and ap_module_name = 'app_setup_itil';Is this correct?

Laurence DEBRIESidekick (Partner)

asked in Alliance

"random" Sort order on Customer Support and Service Order list

well, there are other transactions on which the sort order is not good : have a look on this screenshot : Hi Laurence,In this screen shot, it looks like you are sorting by two columns (Version and Date/Time). Can you remove the sort on the Version column (you can do this by clicking a few times on the column header until the arrow to the right of the column disappears). Then check if the Date/Time sorting is accurate once it’s the only column being sorted.If the sorting is still inaccurate after all other column sort filters have been removed, please log a support ticket to investigate this fruther.Thank you,Andrew

LPHILLIPSSidekick (Customer)

asked in Alliance

Unable to remove employee from action group

Hi Leann,We have the same issue for another customer. Our R&D team is currently working on this. Please open a suport ticket if you haven’t already.Thank you,Andrew

LPHILLIPSSidekick (Customer)

asked in Alliance

Batch Manager Stuck

The status of “Processing” will need to be reset by IFS support via a SQL script. Unfortunately if the batch job is unexpectedly terminated in any way, the status is not reset and remains in “Processing...” status even if there is nothing actually being processed.In the past, when we have this issue, the we have to write a SQL script to manually change these stuck processes to “Failed” status.

Laurence DEBRIESidekick (Partner)

asked in Alliance

Excel report with multiple sheets

Hi Laurence,The Alliance framework is only exports a single worksheet which contains an export of the current “state” in the system. I’m not aware of any mechanism in the Alliance framework to export multiple sheets into one workbook.Thank you,Andrew

Andrew D'AntonioHero (Employee)

published in Alliance

Solution for BI Error "The DELETE statement conflicted with the REFERENCE constraint "FK_fact_item_warranties_fact_items""

A similar issue was reported for a customer where the error was: “The DELETE statement conflicted with the REFERENCE constraint "FK_fact_pm_schedule_fact_items". The conflict occurred in database "AsteaBIHCI_DW", table "dbo.fact_pm_schedule", column 'dim_item_key'.” This case can be identified with the following select statement:select * from fact_pm_schedule where fact_pm_schedule.dim_item_key in (select item_id from item_Deleted);And resolved by updating the invalid reference to -1 with this query:update fact_pm_schedule set dim_item_key = -1 where fact_pm_schedule.dim_item_key in (select item_id from item_Deleted);

LPHILLIPSSidekick (Customer)

asked in Alliance

DDLB priority not defined

Hi Leann,To publish customizer changes from DEV to PUBLIC, you will need to open each module that begins with an asterisk (ie. *Customer Center). From there, click the Customizer tab > Customize Screen and click “Open UI” editor. Then click Customize Screen > Publish customization.Thank you,Andrew

Chris_PerkinsHero (Customer)

asked in Alliance

Problems Installing V14,5

In the past, I’ve seen cases where security software would block the installation. For the users that are unable to download and install the portal, can you temporarily disable security software during the installation to rule it out? If you could also provide a screenshot of the error message that they’re receiving, it would help.

Kalpani DissanayakeSuperhero (Employee)

asked in Alliance

Export function - Control which columns to display

The export functionality from the UI exports the entire state (based on the columns within the state query in the application). For QBE screens, the system exports the columns in the QBE scroller query. The only way that I know of to limit to certain columns is by creating an export template that Phil mentioned in his reply.

Phil SeifertUltimate Hero (Employee)

posted in Alliance

State is invalid / session timeout unexpectedly

What we usually do in our development environments is increase the Session timer value on the profile in the Configuration Editor so that it doesn’t expire the sessions running on the other servers.

Phil SeifertUltimate Hero (Employee)

posted in Alliance

Alliance Google Maps not functioning (17-Feb 2022)

Also make the same change in the Website\Maps\GoogleMaps\MiniMap\GoogleMiniMap.htm file.

bskallerudSidekick (Customer)

asked in Alliance

Needed parts-module not in v15.2

Can you find the parts using the Material Due Queue module?

Duwarakan SivagnanamHero (Employee)

asked in Alliance

Customer Contract

Also, if user help documentation is installed on the Alliance Server, you can retrieve these documents by clicking the three dots on the right-hand side of the screen and click Help > User Help PDFs Library or User Help Search.

Chris_PerkinsHero (Customer)

asked in Alliance

Unable to search in V15 for Customer Center or Customer Contracts

Which web browser are you using (Edge, Chrome, etc.)? Do you have Fiddler installed on your machine? Perhaps you can run a fiddler trace and see what the response is from the web request.

Pranavan ParanthamanHero (Employee)

asked in Alliance

Astea Alliance Winter 15.4 Setup Prerequisites

@Andrew D'Antonio thank you and please do share the post here if you have time, I think it will benefit other members as well. When you install Alliance V15, there is an option to install a separate instance if a previous version is already installed. (This option is only available in the FULL release).Once installed, the following registry key is updated with the install path: HKEY_LOCAL_MACHINE\SOFTWARE\Astea\15.0\AsteaAlliance\InstallPathRunning upgrades will upgrade this specific instance. For example, if this registry value is C:\Program Files\Astea Alliance 15.0\ and I run the 15.4.0.0 upgrade, the instance in this location will be upgraded to 15.4.0.0.If there are multiple instances installed, you will need to modify this path to re-point to the path of the instance that you need upgraded.This only applies to environments. It is not typical for customers to have multiple instances of a specific version installed.

Pranavan ParanthamanHero (Employee)

asked in Alliance

Astea Alliance Winter 15.4 Setup Prerequisites

Yes, when you install the full version, you generally also need to uninstall any previous versions first. For development environments, you can have multiple full-versions installed; but to have multiple instances with different service pack levels, you will need to first install the base package and then install the upgrade package. The last instance installed is the one that gets upgraded. Otherwise, you will have to modify the install path in the registry to ensure the correct version is upgraded. @Pranavan Paranthaman, I believe I covered this topic with you during training, but if you’d like, I can re-post here.

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