Mike Hillman

This is a bit of a shame if I'm being honest - shortening the expiry isn't really an option, they're set to what they are for operational reasons I can think of a number of situations where, with the best will in the world, we've tried not to set the expiry to wait for too long but something out of the ordinary crops up which causes us to have to try and progress the ticket more quickly, especially with the nature of our work - as it stands we end up having to work outside of the ticket and add all the notes etc when the ticket catches up, which isn't ideal as our agents are already pretty overloaded so this tends to get forgotten. Digging out the email from the sent items and actioning it ourselves, again in our environment, is generally a no-no for various reasons Being able to manually override a suspended workflow to get it to forget whatever it's waiting for and just get moving again would be extremely useful to get us out of the issues without having to fudge round them

Not sure if anyone had any ideas on this one We use the External Authorisation node in workflows to send approval requests - I set it to expire after 3 days, after which it loops back round, prompts the agent to confirm the approver is still right, gives them a chance to change it if needed and resends the email to prompt the approver again A problem we get frequently is that once the approver has been entered and the Authorisation email sent, the customer comes back and tells us that approver has left/moved/changed/off sick/on leave (delete as appropriate). We then have a list of secondary approvers we can fall back on, however the issue we have is that the workflow is suspended pending the approver responding to the email (which they won't as they're not there) or until it expires (which is 3 days away, and the customer won't wait that long, so we get a lot of shouty nagging) so my question is - is there anyway, via perhaps a custom button, that we can bring a suspended workflow back to being active ahead of the expiry in this scenario, so we can continue processing (i.e. loop things back round, amend the approver and send the email again) without having to wait it out or wait for an approval action we know isn't going to come?

Many thanks, seems to be working for us again now, thanks for your assistance

thanks - I've just tested the comments myself and they seem to be working, so that might have been a connection dropout on our side Thanks for the update ref the statuses, that does match with what we're seeing

Thanks for this - no, it doesn't appear when the browser is refreshed - I've captured a HAR file attempting to change a status, but it's 21Mb so over the file size limit for Direct Message I am leaning towards this being an issue our end somewhere, but it's behaviour we've not seen before

We've noticed some issues this morning with both posting comments onto requests and also changing request statuses - we don't seem to be able to do either, Hornbill just sits there Just wondering if anyone else is having similar issues? We have had some internal firewall/connection issues in the past which have caused issues with Hornbill, I'm trying to narrow down if this might be a Hornbill issue or an internal connectivity issue, especially bearing in mind the update which has just been applied

Charts are working again for me this morning, and they appear to be showing correct data

Just wondering if there's any further news on this - charts are still not loading for me

Doesn't appear to have I'm afraid, still not loading at the moment

I did suspect that might be what was happening - thanks

Thanks - will keep an eye out. Will this also include the issue with them not displaying at all?

That's the issue our manager is getting - apparently, one member of staff resolved 8000 tickets last week - which is even more impressive given that they left 2 years ago!

We've started having an issue this morning with charts not loading correctly: I definitely have a number of charts configured, which I use daily: My boss is having a similar problem - hers are displaying, but the data is completely wrong Are there any known issues with the views/charts?

Well, that's a rather obvious fact I've totally missed! Shows how often I use them.... my fault for assuming! In some ways that's even worse, it means people are individually opening tickets to change the status, and ignoring the replies and updates in the timeline.... not to worry, many thanks

Not sure if this is possible - I'm having some issues where I suspect some of my staff are using the Request Actions in the Request List to place tickets into On Hold statuses in bulk, in order to make it appear that they have been updated, when they've not actually followed up properly on the tickets individually as they should be Is there any way to restrict who can access/use the Request Actions? I'd like to restrict them so my 1st Line Team can't access or use them (as there isn't a reason for them to bulk update tickets)