The Signature feature was altered with the 1608 release. The Summary generation and Signature capture are now combined into a single action.
Reproducing the Issue
- With the iPad:
- Go to the Service work centre.
- Go to the Ticket view.
- Open the required Ticket ABC (ABC represents the Ticket name/ID).
- Go to Attachments facet.
- Click Actions -> Generate Summary.
- Select Signature Type, select for example Graphical Signature of Agent.
- Enter the signature.
- Click Add Signature.
- Select Signature Type, select for example Graphical Signature of Buyer.
RESULT: after a moment the signatures vanish.
This used to be a two-step process before the 1608 release. The Summary being transactional document content keeps changing based on various reasons, hence once a signature is captured for a specific set of values, it cannot be used in another Summary.
Hence the Summary generation and Signature Capture are now combined into a single action and at the end of the Summary generation, any captured signature is removed since it's already part of the Summary. The signature will no longer be part of attachments since they are part of the Summary.
You can go to the Business Configuration work centre > Scoping and under Service -> Customer Care -> Service Request Management there is an option:
Enable signature capture outside the process of generating a ticket summary report? Signatures remain in the system until they are deleted manually
This needs to be selected to turn this feature on.
The default behavior allows Signature capture only when generating a Ticket summary report, and once the Summary report is created the system automatically deletes any signature images. Only when this option is selected, the action will appear and signatures won't be deleted.
This is the expected system behaviour.
KBA , LOD-CRM-EMP , Employee , How To