Call display

[derekgreen]

Not sure when this issue started as I was off yesterday, but certainly all was well last Friday. What is happening is that until today, when I opened a newly raised call in Service Desk, there was an immediate drop down assigning the call to the service desk team, with the field below to allow me to allocate the call to a team member. Once this was done, the bpm would move on to allow me to prioritize the call. None of this is happening now, I am having to use the buttons above the call details to assign and set the call priority.

[Guest Chaz]

@derekgreen we're actually looking into this issue at the moment, trying to see what's causing it. I'll update when I've got more details.

Do you get a blue box with a 'click here to update' message when this happens?

[derekgreen]

Hi Chaz - thanks for the speedy reply.Can't see that on any of our current calls, but I'll check it out on the next new call to arrive, I'm sure it won't be long.

[Victor]

@derekgreenour dev team (Chaz) confirmed this is a defect and they working to have it fixed ASAP.

 

NOTE: this was a "dormant" issue which only surfaced following the automatic deployment of the "Collaboration Core" update yesterday.

[derekgreen]

Thanks Victor, I'm sure it will be sorted out soon. Only an inconvenience at worst, we can still deal with calls.

[Guest Paul Alexander]

Hi

Just putting my tuppence worth in here! We're experiencing a lot of calls which, once logged, seem to fail (with a red HUD) but which, when the 'restart BPM' button is pressed, goes through successfully. The calls have all worked perfectly up until the last couple of days, so I'm wondering if that is also part of this defect?

It's just an inconvenience at the moment (assuming someone is looking at the calls and realise that they've crashed!) but it'd be nice if it DIDN'T happen!

If this IS part of the same problem, is there any news on when it will be fixed please?

thanks

[Victor]

@Paul Alexander 

7 minutes ago, Paul Alexander said:

If this IS part of the same problem

I don't know, I need to have a look at some of these errors... any request references I can investigate?

[Guest Paul Alexander]

@Victor

These have all now been restarted successfully, but I don't know if there's something you can find out from them?

SR00016453  (this one didn't pick up some custom fields from the Prog Capt so although it didn't fail it didn't follow the BPM correctly because of a decision tree looking for info which didn't get to the ticket)

SR00016457, 

SR00016513

[Guest Paul Alexander]

Hi @Victor

Just had another one: 

SR00016694

 

thanks

[Victor]

@Paul Alexander from what I can see so far I don't think they have the same root cause... I need to analyse each one individually to understand exactly what happened. Pleas bear with me on this one

[derekgreen]

Hi Victor - we are still experiencing the problem I described above. Still not a big issue but a couple of colleagues are asking me when it will be fixed,. Any ideas?

Cheers, and at least it's Friday!

[chrisnutt]

Hi @Victor,

Is there any news about the action focus issue. Some people are getting confused here because I have locked actions that shouldn't be used, but it is not focusing on the right one. See screenshot for example on ref IN00069128. The process should place the action focus on prioritise/escalate

Chris

[Steve Giller]

We are having this issue also - not a biggie but it is an annoyance.

 

[Victor]

@derekgreen @chrisnutt @Paul Alexander @DeadMeatGF this issue has now been fixed:

 

[Guest Paul Alexander]

Hi @Victor

The problem we've had with calls failing in the first instance but completing successfully after pressing the restart button is STILL happening (call SR00017154 this morning, although this call was originally logged on 22-Nov, which is after the update above)

The (unhelpful to us!) error is:

 

As I said, restarting the BPM sorts the problem out, but we have a few BPM's where user input shouldn't be required so it's taking us a little while to discover whether these calls have failed or not.

 

any ideas please?

thanks

[Guest Paul Alexander]

We've now got 2 more to add to the list: SR00017648 and SR00017681

[Victor]

@Paul Alexander may I ask to raise a support request with our service desk, please? https://www.hornbill.com/support/

[Victor]

@Paul Alexander from my initial investigation it seems the error you encounter on those requests is caused by a product defect. Our development team is looking into this.