CCT - 'Go To Client Report' button not working

[Colm198]

A client of ours at CCT Technology is using Reapit to order campaigns on our tool. They can order campaigns fine but when they want to check on a campaign's performance they can't as the 'Go To Client Report' button does not work. This button is working for other clients and on our tests but the problem is this client logs in to Reapit while also being logged into Xara.

We would like our client to be able to click on the Go To Client Report button and for the new page full of campaign metrics to open while they are logged in to Xara. (Images attached)

Our own dev team seemed to think that our client was using some popup blocker that prevented the 'Go To Client Report' button from opening. We learned that they logged in to Reapit while logging in to Xara so contacted Xara to see if their software was preventing the button from working. They said it was not. Laslty, my manager Gordon McRury scheduled a call with a Reapit rep, a call organised by our client, and the rep asked us to create this ticket requesting a solution.

Please let me know if you require any further details.

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[AshDeeming]

Hi @Colm198 Please could you advise which client this is not working for, along with any errors or additional details to help review.

[Colm198]

Hi @AshDeeming The client experiencing the trouble is Martyn Gerrard. All their agents log in to Reapit with Xara and they cannot use the Go To Client Report when they do this. I asked their agents if they could log out of Xara and just use a normal web browser to login to Reapit. They did this and they were able to use the Go To Client Report button. They want to use Reapit and not have to log out of Xara to do so. Can you help as it seems having the Xara software open is blocking the Go To Client Report's functionaility?

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[AshDeeming]

Hi @Colm198 Please could you confirm what the expected behaviour of the 'Go To Client Report' button is & what errors are shown in the example provided?

[Colm198]

Hi @AshDeeming When the Go To Client Report is clicked a new tab is opened in your browser and the user is presented with the second image I attached when creating this ticket. When Martyn Gerrard agents click on the Go To Client Report button nothing happens. The tab doesn't briefly open and is then closed, it simply does not open.

.

[AshDeeming]

Hi @Colm198

Thanks for this detail - We would like to test in RES-GRTA, this has been installed & if possible please setup an account for our test user account under this Organisation (reapittestingres@gmail.com) along with any guidance to re-produce the report.

(Please send any sensitive information relating to this ticket to: sinfo@reapitfoundations.zendesk.com)

[Colm198]

Hi @AshDeeming

We can create a user from that email (reapittestingres@gmail.com) with access to Martyn Gerrard orders. Will that suffice? Creating a new client "Reapit Testing" is proving problematic.

In terms of guidance to reproduce you need to search for a property which has a CCT campaign, for ex '30 Manor Drive' and then try to click on the "Go To Client Report" button. You should be able to create click this problem without issue but remember that Martyn Gerrard access Reapit while logged into Xara.

[AshDeeming]

Hi @Colm198 Thanks for this. After further review, in order to investigate further, could you advise who you are dealing with & we'll reach out to them to see if we can understand more via a remote session. Please send any details to: sinfo@reapitfoundations.zendesk.com

Thanks & regards, Ash

[Colm198]

Hi @AshDeeming

I contacted Martyn Gerrard and their Sales Director Warren Price will be available to show you the problem via a remote session. His email address is wp@martyngerrard.co.uk. Martyn Gerrard tend to use Zoom rather than Teams or Slack fyi.

Thanks Colm

[Colm198]

Hi @AshDeeming

Have you had any luck in solving the issue mentioned above for Martyn Gerrard where nothing happens when they click on the Go To Client Report button?

[AshDeeming]

Hi @Colm198 In order to investigate further we have arranged for a debugger mode to be enabled for the user & we will arrange for further remote access asap

[AshDeeming]

Hi @Colm198 After further review, please could you remove target = blank in the code & test with the the client?

[Colm198]

Hi @AshDeeming , So we talked about it internally and the problem with removing target = blank is it will change the current tab to the dashboard report, meaning the user is no longer in Reapit. We see this as a poorer user journey and, as it will affect all our customers, it's not something we can consider doing.

[Colm198]

Hi @AshDeeming, Is there anything else we can try or something else you guys can think of which can resolve this issue?

[AshDeeming]

Hi @Colm198 Any work to support a change in behaviour will require core work to AC. Can you explain how it logs the agent out of Reapit?

[Colm198]

Hi @AshDeeming The client isn't logged out of Reapit but the tab they were in, the Reapit tab containing the 'Go To Client Report' button, is then changed to our dashboard. With our other clients which use Reapit, they click the 'Go To Client Report' button and a new tab containing the dashboard link opens. This is what we want for Martyn Gerrard too.

What is the AC you mention above?

[Colm198]

Hi @AshDeeming

Would it be possible to schedule a call with a manager on this issue?

[AshDeeming]

Hi @Colm198 Please could you send an email to the below with the ticket ref as the subject support@reapitfoundations.zendesk.com

[AshDeeming]

FYI - Further testing attempted via additional client build however go to client report no responsive. Video of working function requested.

[HollyJoyPhillips]

Closing due to inactivity

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