samwoo Posted July 28, 2017 Share Posted July 28, 2017 Hello, Yesterday around about lunch time we had an issue where our entire Hornbill instance went down. No one could do anything, and kept getting an error message when refresh or opening Hornbill. When I went onto the Hornbill Support website yesterday, every check in the instance checker was red with the word "Failed" underneath each of them. I was about to log a call using the Hornbill Support website and as I was starting to write, Hornbill came back and everything seemed to be ok. Now we are unable to search for tickets in the Search box at the top... but can find them when filtering the Request List. For example searching for SR00031029 or SR*31029 come up with No Results found in the search bar. But if we go to the Request List -> All My Services and filter on SR00031029, it is found. Also users have been reporting that they are unable to apply emails to tickets. I've just had a go at it, by sending an email into Hornbill based on the response from a customer and a third party in my outlook. When going into Hornbill to Apply email to ticket, it comes up with my name - I click on it, then search for the Request Reference of the call that's under the customer's name - nothing happens when doing the search. As i am unable to access the Customer Support (i type in my instance id and email address and nothing happens on both IE and Chrome) I am logging these issues here. Thanks, Samuel Link to comment Share on other sites More sharing options...
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