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Print option on Request is hiding some sections for some users

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kev marks
Super Contributor.

Print option on Request is hiding some sections for some users

The “Print” option on a request is hiding some sections for some users but not all users. See attachment “Details (Hidden)” The user has the sections expanded on the request but when they go to print the Details secion is not showing.

This is occurring consistantly in PROD (9.2) and in NON-PROD (9.3) for the same users, meaning if it works (or doesnt work) for one user in one environment then it is the same in the other environment.

I gave the user that could not see it every access grant, this did not fix it

 

I tried expanding all the sections prior to printing, this did not fix it

 

Is this a bug? how can I fix this?

 

Thanks

Kevin

 

7 REPLIES
AbdulMajeed_1
Trusted Contributor.

Re: Print option on Request is hiding some sections for some users

Hi Kevin,

 

I would like to know if you were able to resolve this issue? i do face same kind of issue where some users, request details section is hidden when print the request form but for some it is working fine. I am in PPM 9.22.

 

Thank You,

 

Regards,

Abdul

alex-h
Super Contributor.

Re: Print option on Request is hiding some sections for some users

Hello,

 

Same problem here, with 9.22 and 9.30.

 

This is a problem which happens for new/existing users.

Collapsing/Expanding sections didn't resolve the print view issue.

 

The solution for us was to raise  the problem to PPM support (and we are waiting for a fix since a long time)

And to develop a script to fix the problem.

Search KNTA_USER_SECTION_STATES in the database.

 

If you focalize on one user_id and one request type, you will find some "holes".

The solution to fix temporally the problem consists of injecting missing data in this table... essentially EC_REQUEST_DETAILS was missing on some cases.

 

Kind regards,

Alex-H

Juan_Luis
Contributor.

Re: Print option on Request is hiding some sections for some users

Alex,

 

 

  did you find the solution to this issue?

alex-h
Super Contributor.

Re: Print option on Request is hiding some sections for some users

Hello,

 

Answer : yes ! I've created a SQL script to fix the problem for existing users, it was a one time script for a fresh new PPM installation.

 

I've create a case support on november 2013 (Tue Nov 19 12:57:55 GMT 2013) about this issue (service request id = 4646715237), for PPM 9.22.

 

Since this date, the problem is well known by PPM RnD : https://softwaresupport.hp.com/group/softwaresupport/search-result/-/facetsearch/document/KM00711354

 

 

PS : PPM 9.31 (without patch 1 or patch 2) : print view won't work with Java 8.

 

 

Cheers,

Alex

 

 

AbdulMajeed_1
Trusted Contributor.

Re: Print option on Request is hiding some sections for some users

Hi Alex,

 

Could you please share the SQL script? It might be helpful to resolve the issue in our enviroments..

 

Regards,

Abdul

alex-h
Super Contributor.

Re: Print option on Request is hiding some sections for some users

Hello Abdul,

 

Sorry, I cannot find the sql. I've found only the screenrecorder I supplied to HP support two years ago...

 

Please check QCCR1L53760 (or KM00711354, same page).

 

I recommend to create a service request to HP about it.

 

 With the following SQL, you can see how the knta_user_section_states is feeded using user_id and request_type_id.

If you extract its results to Excel, and then create a Pivot Table, you will see easily "missing rows".

 

Spoiler
SELECT u.username, u.creation_date
,rt.request_type_name, rt.creation_date,
    uss.*,1
FROM
    knta_users u
INNER JOIN knta_user_section_states uss
ON
    u.user_id = uss.user_id
INNER JOIN kcrt_request_types_nls rt
ON
    rt.request_type_id = uss.parent_primary_key

 

Kind regards,

Alex.

pepdwill
Honored Contributor.

Re: Print option on Request is hiding some sections for some users

We've also seen occasional cases of this happening... it is good to know a fix exists.

 

For anyone who encounters it and doesn't yet have the fix deployed- a workaround to give users is to have them do Create > Report and select/run the Request Detail report.