Victor Posted April 26, 2018 Share Posted April 26, 2018 EDIT :This no longer applies as the issue was fixed by ESP platform update 2913 The platform fault is fixed, however, the fix is not yet deployed in live instances. My advice would be to (if possible) to perform this update when the impact is minimal (e.g. lunchtime or OOH) to allow the cache system to refresh the application rights and roles (it should be done every 15 min) before the users resume their activity. The above advice is valid only for this particular build update and only if you have notifications enabled in your instance. We do apologise for any inconvenience this might cause. Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2018 Author Share Posted April 26, 2018 EDIT: the issue occurs from build 1218 (this is the build that introduces the new application rights for notifications) and will propagate for any new Service Manager build until the platform fix is deployed to live instances. As the latest available build for Service Manager is 1220, the issue will occur if you update to this build as well.Note: if you already updated to build 1218 (or greater) and the notification issue does not occur or was fixed, then further updates to Service Manager app will NOT reintroduce the issue. The above statement applies only if you update from a previous build (a build < 1218) to the latest build. Link to comment Share on other sites More sharing options...
clampj Posted April 26, 2018 Share Posted April 26, 2018 Hi Victor I have just upgraded from 1205 to 1220 and now analyst cannot log a call to a team. They must log it to an individual. They get an error that says: "Error Failed to log reqeust" Any ideas? Thanks Jason Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2018 Author Share Posted April 26, 2018 @clampj yes, most likely because the BP that spawns on the request does an assignment which triggers a notification which causes the error, in the end, failing the log request sequence altogether. As stated above, give it 15 min and it should be fixed. Link to comment Share on other sites More sharing options...
clampj Posted April 26, 2018 Share Posted April 26, 2018 I upgraded 1 hour ago... Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2018 Author Share Posted April 26, 2018 @clampj ok, let me look into this, I'll get back to you shortly... Link to comment Share on other sites More sharing options...
clampj Posted April 26, 2018 Share Posted April 26, 2018 Thanks Victor Can I make a suggestion that important notices that require reading before an upgrade is applied are placed on the upgrade section of SM? I saw this post as a result of coming here to get help with the problem caused by the upgrade that you are warning about. Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2018 Author Share Posted April 26, 2018 @clampj statistically the Service manager section is the most used section of the forums and many users use this section exclusively. Hence the option to have it here. But I get your message, next similar posts will be done in both sections. Link to comment Share on other sites More sharing options...
clampj Posted April 26, 2018 Share Posted April 26, 2018 Yeah - I'll be honest - as nice as you are, I only come here when I need your help Occasionally, If I have some down time I'll pro-actively take a look to see if there are any interesting topics that describe things we'd like to do but that is very infrequent. I'll start checking the forum prior to any upgrade. Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2018 Author Share Posted April 26, 2018 @clampj ah... compliments... well... yeah... they do work I/We only post such announcements if there is an issue that does not have an immediate fix which we can deploy. Although in this instance the caching mechanism should fix the issue. Link to comment Share on other sites More sharing options...
clampj Posted April 26, 2018 Share Posted April 26, 2018 Everybody has just been disconnected (managed to log back in fine but thought I'd mention it) Link to comment Share on other sites More sharing options...
clampj Posted April 26, 2018 Share Posted April 26, 2018 Accessing email disconnects users - reconnects fine. Looks like we're getting random repeat disconnection for all users Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2018 Author Share Posted April 26, 2018 @clampj must be the devs fixing the issue. But afaik you should not get disconnections... Link to comment Share on other sites More sharing options...
clampj Posted April 26, 2018 Share Posted April 26, 2018 Yeah thats what I thought. Original problem seems to be fixed now and system stable once more Thanks for your help! Link to comment Share on other sites More sharing options...
Victor Posted April 26, 2018 Author Share Posted April 26, 2018 @clampj yes, I understand they fixed it. But we (they) did apply the fix before without any impact. Must have been they had to do a session info clear as well to fix it ... Sorry for the disconnections Link to comment Share on other sites More sharing options...
Claire Holtham Posted April 30, 2018 Share Posted April 30, 2018 Hi Victor, you said "The platform fault is fixed, however, the fix is not yet deployed in live instances." will you add to this thread when the fix is deployed to live? (Pretty Please). Thanks Claire Link to comment Share on other sites More sharing options...
Victor Posted April 30, 2018 Author Share Posted April 30, 2018 @Claire Holtham that was my original intention. The ESP update was deployed this morning should have the fix. The update should be applied overnight so will confirm tomorrow morning if all ok now. Link to comment Share on other sites More sharing options...
Claire Holtham Posted April 30, 2018 Share Posted April 30, 2018 Excellent! Thanks Victor. I'll look out for your post here :-) Link to comment Share on other sites More sharing options...
Victor Posted May 2, 2018 Author Share Posted May 2, 2018 @Claire Holtham and anyone else intereinterested, the the issue is now fixed following the latest platform update. Link to comment Share on other sites More sharing options...
Claire Holtham Posted May 2, 2018 Share Posted May 2, 2018 thanks for letting me know @Victor Link to comment Share on other sites More sharing options...
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