I’ve built a screen and encountered a problem! I’ve used the “Message” building block in the screen to open an additional page where you can respond to request messages.
The screenshot below highlights a bug. If you click "reply" to the request, then "Edit" and then choose "Cancel," the case header from the old service interface appears. Where is this coming from? It doesn't show unless I click "Edit", and then "Cancel".
Also, I have a feeling it’s a leftover from the Old Service, and I’m wondering what will happen when old service is decommisioned—will these screen layouts stop working as they do now? Does anyone know? I have a hard time finding information about this.
I’m currently using this screen because it allows me to include attachments from previous emails in the request thread, something that the UI for regular case messages doesn’t allow me to do anymore after the update.
This is the layout of the screen definition. Then, I add a template variable in the url to get the ticket to show, like this
https://online3.superoffice.
I sent this in as a bug, but I got sent here as bug@SuperOffice.com does not have ownership over this since it is a customization.
Does anybody know how to fix this? And if this will stop working as it does right now in the future.
All Replies (7)
Hi Beata,
I am currently unable to observe your images as they seem to be missing / are unable to load properly.
What I do know is that hopefully somewhere in the near future - we might be able to insert attachments and earlier messages again. See also the 'next' element in our external roadmap:
Hello again!
I'm sorry I don't understand what you mean; does this mean that you can't help me with my problem because you can't see the image in my post? Or do you mean that I won't need to use the solution that I created, since the root problem I am trying to solve will be solved in the near future in SuperOffice? :)
Because the screen definition object "message" doesn't work correctly either way haha, is there a way for me to solve this problem right now? The customer I am trying to create this for feel like they can't wait for the update from SuperOffice, since they use this every day and have missed it a lot since it dissapeared.
Ah, now I understand! :) Here are the images again, I hope they can be viewed now. Thank you!
Hi Beata,
As mentioned - an alternative solution is on its way hopefully.
I would suggest - for now - to disable the 'edit button' via the following logic:
1) Add a 'screen chooser' for 'edit request'
https://online3.superoffice.com/** CONTEXT ** /CS/scripts/blogic.fcgi?_sf=0&action=listScreenChoosers
Select correct screen chooser:
Enable screen chooser and show an error/warning message (example below).
This will no longer allow for using the 'edit button' > if you click on it, an error message will be shown.
I assume you want users to edit via new service right? This would be a quick and easy 'work-around' for now, until you hopefully are able to get rid fo this extra custom screen in new service.
Thank you!
I actually want them to be able to click edit, but when they click cancel I want them to be able to return to the original screen definition! Right now it changes the URL, which goes from /../scripts/blogic.fcgi?_sf=28&action=doScreenDefinition&id=78&entryId=62 to /../scripts/ticket.fcgi?_sf=28&action=listTicketMessages&ticketId=62&__formKeyId=11884. Is there any way to change this? :)