3.1.1 Queue/Service issues

[kruegerM]

I have upgraded our 3.0.6 development system to 3.1.1, and have come across an anomoly when creating new tickets (phone or email).

If I check the Queue list immediately after getting the new ticket screen, I see a list as follows (tilde used to mimic indentation - they don't show up in the actual screen):
IS
~~Application Support
~~~~Business Applications
~~~~Custom Applications
etc.

However, after selecting a customer, the Queue displays as follows:
IS
IS::Application Support
IS::Application Support::Business Applications
IS::Application Support::Custom Applications
etc
- no indentation, and levels broken with ::

Also, we use ACL's to control the Services listed by the Queue selected. Release 3.1.1 is showing all the Services, regardless of Queue - however many of them will be greyed out and non-selectable, depending on the Queue selected.

I found the same things happened with a freshly installed 3.1 database.

Is this a known issue?

[rl0infeck]

I have the same problem "Release 3.1.1 is showing all the Services, regardless of Queue - however many of them will be greyed out and non-selectable"

please help How

[kruegerM]

3.1.2 is showing the same symptoms.

[kruegerM]

I know more what is going on, though I still can’t tell you why…

Viewing the source of the queue list shows:

<select name="Dest" id="Dest" class="Validate_Required" >
<option value="||-">-</option>
<option value="2||IS">IS</option>
<option value="4||IS::Application Support">&nbsp;&nbsp;Application Support</option>
<option value="40||IS::Application Support::Business Applications">&nbsp;&nbsp;&nbsp;&nbsp;Business Applications</option>
<option value="14||IS::Application Support::Clinical Applications">&nbsp;&nbsp;&nbsp;&nbsp;Clinical Applications</option>
<option value="31||IS::Application Support::Custom Applications">&nbsp;&nbsp;&nbsp;&nbsp;Custom Applications</option>
<option value="21||IS::Help Desk">&nbsp;&nbsp;Help Desk</option>
<option value="35||IS::LIS">&nbsp;&nbsp;LIS</option>
<option value="41||IS::Mobile">&nbsp;&nbsp;Mobile</option>
<option value="7||IS::Operations">&nbsp;&nbsp;Operations</option>
<option value="33||IS::Radiology/Cardiology">&nbsp;&nbsp;Radiology/Cardiology</option>
<option value="38||IS::Security">&nbsp;&nbsp;Security</option>
<option value="1||IS::Technical">&nbsp;&nbsp;Technical</option>
<option value="8||IS::Technical::Audio Visual">&nbsp;&nbsp;&nbsp;&nbsp;Audio Visual</option>
<option value="32||IS::Technical::DBA">&nbsp;&nbsp;&nbsp;&nbsp;DBA</option>
<option value="6||IS::Technical::Network">&nbsp;&nbsp;&nbsp;&nbsp;Network</option>
<option value="9||IS::Technical::Printers">&nbsp;&nbsp;&nbsp;&nbsp;Printers</option>
<option value="11||IS::Technical::Servers">&nbsp;&nbsp;&nbsp;&nbsp;Servers</option>
<option value="5||IS::Technical::Telecom">&nbsp;&nbsp;&nbsp;&nbsp;Telecom</option>
<option value="34||IS::Technical::Web Pages">&nbsp;&nbsp;&nbsp;&nbsp;Web Pages</option>
<option value="20||IS::Technical::Workstations (Apple)">&nbsp;&nbsp;&nbsp;&nbsp;Workstations (Apple)</option>
<option value="19||IS::Technical::Workstations (Windows)">&nbsp;&nbsp;&nbsp;&nbsp;Workstations (Windows)</option>
<option value="39||To Be Deleted">To Be Deleted</option>
</select>

When the page is first displayed, the data displayed is the text that appears between the opening/closing ‘option’ tags, as is expected. Once a selection is made (or a customer is entered), what displays is the right-hand portion of the option's value, that is, everything right of the double-pipe (||).