Hello.

1. There are many potential reasons for this behavior:
- Blocking at the DB level (when a large number of requests block each other), such requests may be displayed as "idle in transaction".
- Incorrect operation in the code that executes requests, but "a lot" of code is executed between the start of the transaction and the commit.
- There is not enough capacity of the DB server to process requests (including releasing the connection after the request is completed).

There is also a probability that the issue lies in the handler itself, and it doesn't close the database connection once the query is executed, but the issue may also be in the server configuration. 

2. The options that you use are suitable for such purposes (but of course it all depends on what code and what requests are being generated).

3. At the code level, they must be completely released. At the DB level, the DBMS itself is engaged in the release, with sufficient capacity it usually copes well.
Without knowing what code is executed, what requests, what capacities with such activity it is difficult to accurately name the cause and how it can be fixed.

Best regards,
Antonii.

Hello,

You can find the instructions on working with files via API in the article below:

https://academy.creatio.com/docs/8.x/dev/development-on-creatio-platfor…

Mira Dmitruk,

Hello Mira, thanks, finally i can do it, i make an internal web service with API File Management, and with some parameters i can get the document in Base64 and send to AI Bot.

Hello,

Here are a few possible reasons for this behavior and some directions on where to start the investigation:

1. A 204 response usually means the endpoint was found, but the file content is zero bytes. This can happen if the file wasn’t uploaded correctly or if there’s an issue with the file storage. You can confirm this by checking the file size directly in the database, for example:
SELECT DATALENGTH([Data]) AS Bytes
FROM   ContactFile
WHERE  Id = 'f7946070-164d-48d3-8516-c31aff3f1588'
If this returns 0, the problem is likely at the storage level, not the API.

2. In production, the file may be stored in an external location like AWS S3, Azure Blob, or a network share. In this case check the ActiveFileContentStorage system setting is correctly configured.

If your website is using an S3 storage and since it's an external storage there is no possibility to use OData to get files from it. 
In this case we recommend to use a FileApiService in case you need to work with files on your website.

Nick Ovchynnik,

Nick Ovchynnik,

Hi Nick, I noticed that the storage is on S3, but I tried to create a web service with FileApiService to retrieve these documents attached to an object, but I wasn't successful. Not to mention creating a ScriptTask didn't work either.
Do you have a working example of how to do this?

Hi,

This article describes the operations with the files. Specifically, under the "Retrieve the file content" expandable tab.

If you face a specific issue with some part of the code, please submit a ticket to support@creatio.com so our team can address the error you got and suggest a solution.

Nick Ovchynnik,

Nick, finally i can make a webservice that, download a base64 of the selected document, let the code here, for help others with the same need.
Thank you very much.

namespace Terrasoft.Configuration.UsrFileRetrievalServiceNamespace {
    using System;
    using System.IO;
    using System.ServiceModel;
    using System.ServiceModel.Web;
    using System.ServiceModel.Activation;
    using Terrasoft.Web.Common;
    using Terrasoft.Core;
    using Terrasoft.Core.Factories;
    using Terrasoft.File;
    using Terrasoft.File.Abstractions;
 
    [ServiceContract]
    [AspNetCompatibilityRequirements(RequirementsMode = AspNetCompatibilityRequirementsMode.Required)]
    public class UsrFileRetrievalService : BaseService {
 
        [OperationContract]
        [WebInvoke(Method = "GET", RequestFormat = WebMessageFormat.Json,
                   BodyStyle = WebMessageBodyStyle.Wrapped,
                   ResponseFormat = WebMessageFormat.Json)]
        public string GetFileBase64(string fileId, string schemaName) {
            try {
                // Validaciones básicas
                if (string.IsNullOrEmpty(fileId) || string.IsNullOrEmpty(schemaName)) {
                    return "Parámetros inválidos.";
                }
 
                Guid recordId = new Guid(fileId);
 
                // Creamos el localizador del archivo
                var fileLocator = new EntityFileLocator(schemaName, recordId);
 
                // Obtenemos la fábrica de archivos
                IFileFactory fileFactory = UserConnection.GetFileFactory();
 
                // Cargamos el archivo desde la base de datos
                IFile file = fileFactory.Get(fileLocator);
 
                // Leemos el contenido del archivo
                byte[] content;
                using (Stream stream = file.Read()) {
                    using (var ms = new MemoryStream()) {
                        stream.CopyTo(ms);
                        content = ms.ToArray();
                    }
                }
 
                // Convertimos a Base64 para retorno JSON seguro
                return Convert.ToBase64String(content);
            } catch (Exception ex) {
                return $"Error: {ex.Message}";
            }
        }
    }
}

Hello,

Please try to set up the Identity Service logging (point 8 from this article) and then run it again to see if any additional details or errors are logged there. 

Mira Dmitruk,

I set that up as well after this post and the container fails to start, which returns no logs.

Hello,
If the container fails to start and produces no logs, even after enabling logging as per point 8 in the article, then the issue most likely lies at a runtime or container-level problem, before your application code even runs.

1. Check the Container’s Exit Logs
Run: docker ps -a
Look for the container that exited. Then: docker logs <container_id>
If logs are still empty, it crashed before application output - most likely a .NET runtime issue or entry point failure.

2. Try starting the container manually in interactive mode to see what's wrong:

docker run -it --rm creatio-identity-service:latest /bin/bash

Once inside: dotnet IdentityService.dll

Observe the error. Common issues:
- DLL not found (IdentityService.dll)
- Broken dependencies
- Misnamed or incorrectly copied files

3. Confirm the application runs outside docker. Just to rule out .NET or config issues, run: dotnet IdentityService.dll
in your host machine's CLI, from the same folder you're using in the Docker context. If it fails here, the issue is in appsettings.json or dependencies.

I resolved the issue, thank you for the advice. The issue was caused by a missing openssl file.

Hello,

Here’s how the basic logic works:

If a call appears on the CTI panel, it is automatically saved in the Calls section.
So, if a call is received by a group of 5 users, it will appear on the CTI panel for all 5 users. However, only one of them will actually answer the call.
As a result, 5 call records will be created in the Calls section, but only one will show that a conversation took place.

To avoid this, we recommend changing the call routing so that calls are directed to operators one at a time (sequentially).

This would require custom development, and unfortunately, we don’t have a ready-made example of this kind of implementation.



Best regards,
Malika

Hello, 

please take a look at this post: https://community.creatio.com/questions/cti-panel-answercall-method-ove… . Maybe it will help you in implementing similar logic in your process to what we did (trigger when user answers the call, instead when call record is created in database).

Best Regards,

Jelenko.

Jelenko Mršić,

Hello, 
Thank you for your response, I've tried using "Time to Connect" field as you have shown in your solution, but still the problem is not solved and when I checked incoming call is going to 4 different extension and only one operator is picking up the call but still the backend process is running for other operators too.

In the below screenshot the last column represent - "Time to Connect" value. 

Do you have any idea what could be the problem now?

Thanks.

Hello!

In this case, we recommend exploring the Creatio Marketplace, where you can find a variety of reporting solutions that may meet your requirements, including those supporting advanced analytics and complex data processing.

Please follow the link: https://marketplace.creatio.com/catalog?search=report&check_logged_in=1&page=6

Have a nice day!

Sadly, no such reporting option currently exists for Creatio. We typically with extend the Word printables using a lot of custom macros for data retrieval and the use of views and have the complex logic performed in the view. For now, that is the best option.

Does anybody has any experience with the Power BI connector? I don't know Power Bi, but i was always under the impression that is was something like Reporting Services....

Can you share the complete handler code and explain how have you disabled the "To protect you from unsafe content office has blocked opening this file" error message?

Sure, here is the handler. It already opens MS Word, but because of the safe url encoding it won't open the correct document... 

handlers: /**SCHEMA_HANDLERS*/[
            {
                request: "usr.PushButtonRequest",
                /* Implementation of the custom query handler. */
                handler: async (request, next) => {
                    this.console.log("Button Open in MS Word pushed...");
                     var docUrl = await request.$context.PDS_UsrColumn1_u8ye1ig;
                      const wordUrl = `ms-word:ofe|u|${encodeURIComponent(docUrl)}`;

                    // scenario 1: use window.location.href
                    //window.location.href = wordUrl;

                    // scenario 2: use the online found solutioon to add a link with a click
                    const link = document.createElement('a');
                    link.href = wordUrl;
                    link.target = '_blank';
                    link.rel = 'noopener noreferrer';
                    document.body.appendChild(link);
                    link.click();
                    document.body.removeChild(link);
                    
                    this.console.log("MS Word Url set to: " + wordUrl);
                    /* Call the next handler if it exists and return its result. */
                    return next?.handle(request);
                }
            },
        ]/**SCHEMA_HANDLERS*/,

Bas Kroes,

well I get the same URL in both cases (using a regular text field and the web link input) and in both scenarios I get this popup:

Maybe I am testing in the wrong manner?

Oleg Drobina,

It looks like it is a browser issue. I am using Ms Edge. What are you using?

Bas Kroes,

I am testing in Chrome, but I get the same error in Edge.

That's odd indeed using the same code 🤔

But your url did not get unwanted modified?

Hello,

The sort column should be presented in the template to keep the sort order in the report and on the UI; in other words, the issue occurs because you have not added the column by which the fields are sorted on the UI to the template of your report. 

When the report is generated, the system ignores all columns that are not presented in the template, so data cannot be sorted by them. 

Our responsible R&D team is already aware of the described behavior and has registered the corresponding task to implement the functionality in the upcoming versions of the application.

Greetings!

There’s no way to get this using the basic method - it doesn’t support sending form requests.
You’ll need to write a task script for that.

It requires writing C# code that uses WebRequest to send the request.
For example:

public bool Execute(UserConnection userConnection)
{
    var tokenUrl = "https://your-creatio-instance.com/connect/token";
    var clientId = "your_client_id";
    var clientSecret = "your_client_secret";
    var request = (HttpWebRequest)WebRequest.Create(tokenUrl);
    request.Method = "POST";
    request.ContentType = "application/x-www-form-urlencoded";
    request.Accept = "application/json";
    var postData = $"grant_type=client_credentials&client_id={HttpUtility.UrlEncode(clientId)}&client_secret={HttpUtility.UrlEncode(clientSecret)}";
    var data = Encoding.UTF8.GetBytes(postData);
    try
    {
        using (var stream = request.GetRequestStream())
        {
            stream.Write(data, 0, data.Length);
        }
        using (var response = (HttpWebResponse)request.GetResponse())
        using (var reader = new StreamReader(response.GetResponseStream()))
        {
            var responseText = reader.ReadToEnd();
            var tokenResponse = JsonConvert.DeserializeObject<OAuthTokenResponse>(responseText);
            // if you want you can do something with tokenResponse.access_token            
            return true;
        }
    }
    catch (WebException ex)
    {
        if (ex.Response != null)
        {
            using (var reader = new StreamReader(ex.Response.GetResponseStream()))
            {
                var errorText = reader.ReadToEnd();
                // Here also you can log the error or display it
                Console.WriteLine("OAuth error: " + errorText);
            }
        }
        else
        {
            Console.WriteLine("WebException without response: " + ex.Message);
        }
        return false;
    }
}

Regards, 
Orkhan