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Known problems

Error occurred during setup/testing of integration

During setup/testing of your QL/Keyfax integration, you may see the following error:

One possible cause of this is because the Export XML is not correctly formatted for QL. The reason is that QL will search for the presence of a 'comment' within the XML document and if it is not found, an error is displayed. In this case, clicking More above should show an error much like this:

The comment that QL relies on takes the form:

On occasions, it has been found that XSL transformations of the export data can cause the omission of comments. We understand that a correction will address this in QL (for version 4.3.1; mid-September 2017 release). Please note that (as of Dec 2020) this was still an issue when ForHousing requested splitting of the FaultText into 255 char field with the surplus placed in Additional_Info (using the transformation QL_SplitFaultText.xsl). Aareon response was "The comment section is currently required as .net parses it as an xml node, and when its removed, the code will every now and then run processes which are affected by the altered node count."

Invalid Keyfax Setup, Please contact your system Administrator

We understand that this can be caused by the fact that the QL user has not been set up as a valid user in Keyfax.

Multiple SOR Books in QL

QL can hold multiple open SOR books, these books may hold identical codes. On submission of Keyfax, QL adds the equivalent code from the earliest open SOR book available. Where an organisation may keep an ‘old’ SOR book open for internal process requirements, such as retaining unused codes for invoicing purposes, this may lead to old codes being used in a new repair order. For further information please contact the Aareon support desk.

Single Order Entry Screen – Message Line 1

From QL v4.3.1, some sites have experienced problems launching Keyfax. The population of Message Line 1 may have been made mandatory before QL allows a user to launch Keyfax from the single order entry screen. As Keyfax generates and passes back the recorded text to populate Message Line 1 after submission, populating this field beforehand is unnecessary and can cause confusion for users.

A work-around used by some sites is to deactivate the ‘Message 1 Mandatory’ HSG parameter in QL for any workgroup using Keyfax. For further information please contact the Aareon support desk.

Lines of a Task Description missing in QL but present in Keyfax export data

Originally logged under support ticket KFX-04284-W9R0, this is where lines of a task returned from Keyfax (beneath CLASS4 identifier) simply vanish:

In this case, the 'To' value held in {Script.SCR003} was not showing in QL:

By examining the Keyfax export XML, it was clear that the Description was complete. Further investigation by Aareon discovered this is a bug which will be fixed in a future QL release (under user story reference: 66771). In the mean time, a work around would be to ensure that each paragraph is at least 7 characters long (can add a couple of spaces), or to do it all on a single line. This isn't ideal but it circumvents the issue.

Line breaks, carriage returns within a Task Body missing in QL but present in Keyfax export data

QL may not display line breaks or carriage returns correctly within the "Full Desc" field within the QL user interface. When populating the Full Desc field within QL with a value from the Keyfax Task/Body export XML QL may not correctly render line breaks or carriage returns. We've verified carriage returns are present and correct within the Keyfax export XML and are working with Aareon to identify why these are not rendering correctly within the QL user interface.

When using the Keyfax Web Services integration the window used to display Keyfax within Aareon QL is not resizable

This is a known problem, and we are actively working with Aareon to identify a solution. A solution / workaround will be posted here once available.

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