Unable to raise Incident via Service Desk Analyst view

[Guest Sonali]

Hi, I am able to raise a incident via the service portal successfully. However since yesterday evening, I am no longer able to raise an incident via the Service Desk Anaylst view. I click on raise new incident - it then generates an incident but bypass the progressive capture. Hence creates a blank incident and doesn't associate it to any BPM.

Note: yesterday evening we downloaded the latest release

Please can someone help me

Thanks

Sonali

[DougA]

Hi @Sonali

I've had this a few times and it's frequently turned out to be the Progressive Capture or Business Process is de-activated. Have a look at the list and you'll see the active state. Click on it to switch between off and on.

Regards

Doug

[Victor]

@Sonali when you click "Raise New Incident" you should be getting this:

 

Which is the ProCap being started... You not getting to this stage?

[Guest Sonali]

thanks - it seems to have resolved itself

[Victor]

@Sonali most likely as @DougA suggested, the ProCap was deactivated...