Cross-Reference Data Being Dropped Upon Save
My users are having an issue in our Findings application where they attempt to add an asset from our Applications cross-reference within Findings. They add an application to the cross-reference field, Save the record (same thing happens with Save/Save & Close under Actions, or the Save button in upper right of the record page), and the application is dropped from the cross-reference despite it having just been added. I have attempted this and had the same result. The settings for the cross-reference are below. We have no custom objects in this app, and we don't have any DDEs that would impact this field. Any ideas on how to get data to save to this field and not be dropped? 6.9 SP1 P5
@TomFritts, aside from testing with the sysadmin account. Anything in the Archer W3WP logs? Also try Incognito/InPrivate mode and see if the problem persists.
Did you just upgrade to 6.9 SP1 P5 or was this working fine for a while and just started happening?
@TomFritts What version of Archer are you using? We are on 6.8 Patch 5, noted this issue shortly after we upgraded in January 2021, and reported it via a case with Archer Support. Unfortunately, our company only retains email for six months and it doesn't look like Archer Support appropriately documented the results in the case because I just tried to look back at the case to see what they said. However, if memory serves me correctly, I believe they told us that it was a known issue in that version and had a JIRA open for it. The only workaround we have been able to identify is to go to the referenced application (in your case, it would be the Applications application) and use the corresponding related records field to link the finding to the application.
@Ilya_Khen - Same behavior for all accounts with access to a Finding
@DavidPetty - Nothing in the logs, no difference with In Private/Incognito
@JasmineWright - This was a workaround that I found as well. It would be truly unfortunate if there really was not a fix for this. We're on 6.9 SP1 P5. I don't know if this has been fixed for not. We have not yet reported to RSA because I don't really have any errors or anything I can report, but starting to think I should report anyway.
@TomFritts, if you open the browsers developer console and monitor network traffic before selecting the cross-reference record then go through the steps of selecting and saving. Anything noteworthy error wise being shown?
Nothing from what I can tell. Looks pretty typical, but I'm honestly not an expert in the browser developer console so take that with a grain of salt.
I ended up opening a ticket. I'll comment back with whatever the outcome is.