Hello,
We are currently using Version 2.1.41 and want to update our Plumsail Helpdesk to Version 2.1.43.
There is a note stating: "This update requires manual actions. You need to run the installation wizard in Repair mode before starting the upgrade. Then start the upgrade again."
Additionally, there is a widget modification mentioned in update 2.1.42.
Do we need to create a backup or perform any other preparation steps besides running the installation wizard in Repair mode?
We are currently using the widget. Will it function normally after the update, or will we need to make manual adjustments?
Hello David! No back-ups are required. Running the wizard in the repair mode should be enough. If not, the update logs should throw an error with further instructions. The existing widgets will continue working as usual. But if you wish to switch to the new version (which we recommend), you will need to create a new widget configuration after the update and replace the old one.
A few weeks ago, we updated the Helpdesk version to the latest release. However, today we encountered issues with the widget in both SharePoint and Teams. It failed to load correctly, either displaying a blank page or showing the message "An unknown error has occurred. Please try again later." In some cases, the widget loaded after a delay, but these instances were exceptions.
Re-uploaded the Helpdesk SPFx package to the app catalog
Removed and re-granted API access
Created new widget configurations using both the default form and the form from our previous widget
Updated to the version 2.1.44 today
Despite these efforts, the same error persists, and the widget continues to show a blank page instead of the form for creating tickets.
Could you help us identify the cause of this issue? Additionally, can we use the modified form we created for the previous widget and link it to the new widget, or do we need to create a new form from scratch?
Also when I try to give API Access via PowerShell after deleting the granted access again and uploading the package, there's an error, but after the error the API-Access is shown as granted in the SPO API-Access page.
The page where the new widget is placed (where the old one was functionally until friday last week) still shows no widget, after many seconds there's the "sth. went wrong" message. I exported the console-log of the Edge-Browser. I also tried it in an inPrivate window. Tenant.com-1741013414354.log (139.2 KB)
Hello, I have passed the information to developers for research. But I could not load the browser console logs. Could you reproduce the issue with the widget in incognito mode, re-collect the logs and save a HAR file too (on the 'Network' tab of development tools)? Then send the files in a private message to me. Also please specify the URL of the HelpDesk site which the widget relates to.
Thank you for the confirmation regarding the first issue! Please export the forms you tried to apply in the widget configuration and save the browser console logs, share the files in PM for research.
if you modified the form in your Plumsail account and its ID is saved in the widget configuration, all changes will be reflected in the widget automatically. When creating custom widget form, you need to customise the default one and do not delete the default parts. You can find the default forms in this article.
The form you shared lacks also this part of the code: fd.helpDeskWidget.Init(fd.helpDeskWidget.FormTypes.NewTicketForm);
Please try to put these rows at bottom of your custom code:
Do not forget to delete fd.beforeSave(fd.helpDeskWidget.Save); at the top. If that does not help, please share the current form version, fresh browser console logs and network data (HAR) collected in a private mode.
unfortunately it didn't work.
The Logs and json of the formula I will send via PM.
I also commented the following code at the beginning because I wasn't sure if there might be a problem with the GUID mentioned, but this also didn't work.
//fd.beforeRender(function(){
// var fd = new Plumsail.Form('#plumsail-form-x8s2', 'e7dc3f5b-222b-4822-95d4-2b944a5a246a', {
// culture: 'de-DE',
// language: 'de-DE',
//});
//
//})
The Ticketsubmissions arrive at the plumsail form, but not in the SharePoint Helpdesk-List.
@markus, the provided HAR file contains this error:
There was an exception while writing field ErstellungsDatum. Verify you're using the correct InternalName value for the field you want to write to.
Please find an internal name of the required column in the 'Tickets' list and use it to name the field in the form. If the issue persists after that, please share again the fresh form, browser console logs, and a HAR file.
we deleted the field from the plumsail forms and now it works.
But that should not be so, because if you have a look on the SharePoint list, the field was set up correct.
Maybe there has something changed in the programming functionalities with the new widget?
The only thing which stood in the js-Code is the following:
//Erstellungs Datum speichern
fd.field('ErstellungsDatum').value = new Date();
fd.field('ErstellungsDatum').hidden = true;
fd.field('ErstellungsDatum').widgetOptions = {
format: 'dd.MM.yyyy',
