WFMKC

@HGrigsby Wondered if you'd had any further response to the support call you raised? This is still not working for us and we're not getting much response unfortunately via the forum for this.

@James Ainsworth Think I maybe need to add a bit of additional context here. As you have seen, we use 'Suspend' to manage the time (in our case 2 working days) before the BPM progresses to the next stage if it doesn't receive an email update (any email update progresses the request). The issue for us appears to be that the suspend is never expiring when no update is received, therefore the call remains permanently stuck at the 'Wait for off hold' stage when it should actually progress to the next stage, which is to send a further reminder email to an authoriser (specified by a custom field in the original capture) and again suspend for 16 hours. After this if a response still isn't received, it should progress to a closed state as not authorised. If at any stage an email is received updating the call, it will progress. This has always worked fine since implementation over 3 years ago, until after 19 July when it seems to have stopped. I believe this corresponds with 'Service Manager' update that seemed to cause various issues for several customers. As Archana has stated, we haven't changed anything it just stopped working after this date. I wonder, is it possibly linked to this?

@Steve Giller To add further information to the issue. This is the current setting of the nodes mentioned above in our Hornbill instance confirming they are setup correctly. We've been using these nodes for sometime and apart from the initial issues referred to above, they've worked well up to the 19 July. When requests are now resolved, instead of the SLA timer moving to the 'Resolution Paused' state, it just continues to count down (example below of a resolved call with resolution counter still active). We could really do with a resolution to this as it does appear to be an issue introduced after the update applied on 19 July and I suspect is an issue for anyone else using this functionality.

@Steve Giller I'm the colleague @Marius is talking about. I've managed to narrow it down to views I've setup where one of the conditions is 'Source' and 'Is not' (doesn't then matter what the 'is not' is). When this filter is active, none of the charts (regardless of how many I have set to visible) show and I get the 'There are no charts configured or visible' message. I've managed to work around this, but just wanted to highlight as it seems to be a bug that wasn't there prior to the updates and may eventually catch others out!

@Steve Giller Hi Steve. Any idea why the visibility of 'Functional Availability' on each asset type would keep switching back on? I've edited each asset type under 'manage asset types' to make sure this is not visible (it's not something we want to use). When I save and go to an asset of that type, it has disappeared but then when checking a few days later, it re-appears and going back to 'manage asset types' I note the visibility box for 'Functional Availability' on each asset type has returned. I've removed this twice now on all assets but it keeps coming back. Any ideas?

Seems to be working again now for us, albeit with a new orange bar across the top of the screen when loading the page. Try refreshing if still not working

This seems to be our experience also

Yep, same here

All good for us now. Thanks for the swift response

Nope. Clearing cache not working for us either or incognito mode

Yes, this is an issue for us as well

+1

Can confirm we have this issue too. It isn't fixed after a logout/login or if clearing the cache. Using Edge or Chrome.

@AndyG All good now. Thank you

@AndyG Just noticed today no images are working in our FAQs anywhere across our instance (Portals, Service Desk or when editing). Examples below: Portal Service Desk Editing I'm not sure when these stopped working, but pretty certain they have been OK in the last couple of weeks. When right clicking on the image icon within service desk or portal and selecting open the link in another tab, we get this... Any ideas why this has just started for us. Even if we create a new FAQ and add an image (using the image button), it doesn't work. Tested on Chrome and Edge on a Windows PC and also via the mobile PWA, not working on anything. Is anyone else affected by this? Is it likely to be related to the new UI that has gone live today?