Editing context help in Web Assistant gives extended copies

[former_member998729]

Hi,

When myself or another author edits some context help (i.e. adds a new Help tile via Web Assistant) a second file is created with the same name rather than adding to the original one that was generated. So every time a different author makes a change a new copy is appearing in Manager. I understood in Manager there is the one copy and when its edited via web assistant that one copy is edited, but it keeps creating a new version and it appears in Unsorted.

How can I prevent this?

Thanks

David

[former_member998729]

Thanks both. Can I just check then when you first touch/edit some standard context help (I have the common set up, extended my work area to the standard content), the file pops up in unsorted with the screen id, for example Supplier-displayList, but then when its edited again another copy appears in unsorted called Supplier-displayList (Extension). Then the primary one moving forwards appears to be the Extension one. Is this how it should be working?

Thanks

[MichaelSzmrtits]

Hi David,

for me this sounds normal. Extension just means that you have modified & duplicated a standard help which is coming from our SAP servers, as you can't edit the original one.

Best rgerads, MIchael

[ShaneLipke]

Hi David,

I have seen this some time ago at previous customers when their network speeds for very slow. Effectively, Web Assistant was asking Manager if a specific file existed and because Manager was taking so long to respond, Web Assistant was assuming that the file did not exist and created another one. The Web Assistant functionality was updated to stop this issue from occurring. You can locate the examples of these files in Manager where there are duplicates and open each one to see which one has content. Once you know which one has content, you can delete the other file in Manager and then try again. This should restore the content for the corresponding screens. If this issue continues to occur, please raise a ticket as suggested by Michael.

Regards
Shane

[MichaelSzmrtits]

Hi David,

I have seen this with another customer some months ago. In this case it was related to SuccessFactors.

I think this was something where SF Development Support was required. I don't have all the technical details.

Would suggest that you open up an Incident, component MOB-UIA-TUT and ask to forward the incident to Mahnaz Hajibaba as she has seen one of this cases in the past. She can then forward the incident to the best processor.

Hope that helps.

Best regards, Michael