Keith Posted March 12, 2018 Author Share Posted March 12, 2018 @Gerry Don't worry, I'll work through these. 1 Link to comment Share on other sites More sharing options...
samwoo Posted March 12, 2018 Share Posted March 12, 2018 1 minute ago, Gerry said: @BenKeeley It would seem that you are one quite an old revision of the SM application, we will need to create a specific hot fix for it, or with your permission we will update your SM version? You ok for us to do that? Gerry Ah this would explain why we are having the same issues... we haven't upgraded the Service Manager app for a little while. Link to comment Share on other sites More sharing options...
Steve Giller Posted March 12, 2018 Share Posted March 12, 2018 Previously I've found a hard refresh (CTRL+F5) can sometimes fix this. Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 @samwoo Yes there seems to be an issue where a certain window of versions are affected, a simple update of SM should resolve it for you. Gerry Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 @DeadMeatGF Thanks for the suggestion, in this case though its a FlowCode thats affected so I don't think the browses cache would have a bearing on it. Gerry Link to comment Share on other sites More sharing options...
BenKeeley Posted March 12, 2018 Share Posted March 12, 2018 @Gerry Hi If you could update our version that would be excellent, thanks! Ben Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 1 minute ago, BenKeeley said: @Gerry Hi If you could update our version that would be excellent, thanks! Ben ok give us a couple of minuets and I will let you know when its done. Link to comment Share on other sites More sharing options...
cchalmers Posted March 12, 2018 Share Posted March 12, 2018 All now working thank you Link to comment Share on other sites More sharing options...
chrisnutt Posted March 12, 2018 Share Posted March 12, 2018 @Gerry we're all working so the update has been applied to us, however, I'm still seeing the update option on the Service Manager App. Will that disappear? Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 All, Although most customers keep their apps up to date, there are a number of instances that are still on older updates of Service Manager, we are not able to easily hot-fix builds that go back beyond around 90 days. The guidance I have been given is for those instances still impacted, we would recommend you update your SM version in the app store. Its a simple button press, and its perfectly safe to do while people are logged in. If anyone would like us to do that for you please let me know Gerry Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 3 minutes ago, chrisnutt said: @Gerry we're all working so the update has been applied to us, however, I'm still seeing the update option on the Service Manager App. Will that disappear? Hi Chris, In your instance your SM app was hot fixed. So there is no need to update SM to resolve this issue, but it would be perfectly safe to update, even while people are logged in should you want to. You are on 1156, the latest available is 1160 which you can update to. Gerry Link to comment Share on other sites More sharing options...
Saz@DC Posted March 12, 2018 Share Posted March 12, 2018 We used the restart option for the affected jobs and this worked it took it back to assigning to our helpdesk team and we had to assign the jobs back to the appropriate team again. Luckily we didn't have 100s of jobs to go through. Not sure for our IT team though as we run this separately. On a separate note could this issue have affected the requests auto closing process as a number of jobs have been resolved but not followed the call process to auto close after 48 hours? Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 @Saz@DC We will have more details to share later, but my understanding is this was specifically related to logging requests, in certain cases where optional data was not provided. So while I cannot definitively answer yes or no to your specific question without further investigation, I can say its highly likely that auto closing would not be affected. Gerry Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 @BenKeeley We do not appear to have been given permission to access your instance as an admin, we can, with your permission still do this but we would have to run through a password recovery process because of our data protection policies. I will ask a member of our team to contact you directly and get this sorted with you Gerry Link to comment Share on other sites More sharing options...
BenKeeley Posted March 12, 2018 Share Posted March 12, 2018 @Gerry Ok thank you. Link to comment Share on other sites More sharing options...
SJEaton Posted March 12, 2018 Share Posted March 12, 2018 We've been able to refresh the HUD as admins and affected requests seem fine now Sam Link to comment Share on other sites More sharing options...
HGrigsby Posted March 12, 2018 Share Posted March 12, 2018 Thank you - we are now able to log new tickets and use the button to restart last step But Change requests are not so good, we get through the assessment but get the same error afterwards just before it goes to scheduling. The restart the last step doesn't work for these. Do I need to click on the update as it says there is still an update to run? Even though I did it earlier this morning? Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 4 minutes ago, HGrigsby said: Thank you - we are now able to log new tickets and use the button to restart last step But Change requests are not so good, we get through the assessment but get the same error afterwards just before it goes to scheduling. The restart the last step doesn't work for these. Do I need to click on the update as it says there is still an update to run? Even though I did it earlier this morning? Your instance was hotfixed so not sure why you are seeing this, your instance reports its on 1156 of Service Manager and 1160 is the latest available build which is why you are seeing the update button. You can apply the update without an issue but if there is a different problem with Change requests then that might not help. Let me raise this with the team so they can do a quick investigation, in the meantime please feel free to update the SM app to 1160 Gerry Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 55 minutes ago, Keith said: @Gerry Don't worry, I'll work through these. Appreciate that, sorry for the inconvenience. Gerry Link to comment Share on other sites More sharing options...
BenKeeley Posted March 12, 2018 Share Posted March 12, 2018 @Gerry Looks like the team were able to update us - this is now working for us, including changes. Thanks for your help with this. 2 Link to comment Share on other sites More sharing options...
chrisnutt Posted March 12, 2018 Share Posted March 12, 2018 HI @Gerry We are still having issues with Changes, even those raised after the fix was applied. Our process for Standard Change includes a step where all actions, except schedule, are locked allowing for the owner to set the schedule. When the change gets to the point where it locks these actions, we get the attached. I then have to set the schedule and restart the process at which point everything works. This looks to be the same thing that @HGrigsby mentioned above. Chris Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 @chrisnutt Thanks for the post, yes I am afraid its a problem and its the same root cause, fixes already done and tested and are being deployed. We are also reviewing all Flowcodes now we know what to look for to uncover any other less frequently used areas that might be affected. I will post here as soon as its been applied. Gerry Link to comment Share on other sites More sharing options...
Gerry Posted March 12, 2018 Share Posted March 12, 2018 @chrisnutt That hotfix has now been deployed, you should no longer see this issue. Please let me know if you are still experiencing problems Gerry Link to comment Share on other sites More sharing options...
chrisnutt Posted March 12, 2018 Share Posted March 12, 2018 Thank you @Gerry So far, so good. I'll let you know if that changes. Chris Link to comment Share on other sites More sharing options...
chrisnutt Posted March 12, 2018 Share Posted March 12, 2018 Hi @Gerry , I spoke to soon. Just been notified of one, it was raised just after 1pm today. I guess that it will happen on any Change raised prior to the fix being deployed? Chris Link to comment Share on other sites More sharing options...
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