Patrick Walker Posted January 28, 2019 Posted January 28, 2019 We are unable to raise or update any request since Friday evening at approximately 5:30pm P.S.T. Anyone else having the issue? We've contacted our support and left message on Friday and they are looking into it this morning.
James Ainsworth Posted January 28, 2019 Posted January 28, 2019 Hi Patrick. We are investigating the issue. I'll post back as soon as we have an update. Regards, James
James Ainsworth Posted January 28, 2019 Posted January 28, 2019 Hi Patrick, Can you check again so see if you can connect now? James
Patrick Walker Posted January 28, 2019 Author Posted January 28, 2019 We are good to go now. We are able to successfully update and create new requests.
Trevor Tinsley Posted January 28, 2019 Posted January 28, 2019 I am able to submit support requests via the Hornbill portal but they aren't then appearing as active requests in the system. Also having problems sending email from a service request, receiving a 'send failure' message, although emails are being sent but not appearing in the ticket timeline. I'm rather concerned after the issues we had last Friday.
James Ainsworth Posted January 29, 2019 Posted January 29, 2019 Hi @Trevor Tinsley Thanks for your post. The above issue posted by @Patrick Walker was an isolated event on their instance and wasn't related to last Friday. In all cases I believe they have been contacted and updated with the reasons behind the reported issues. I would recommend posting the issues that you are having in a new or separate posts, or if you have a Premier Support Plan you can raise these directly with support via https://www.hornbill.com/support If a request that has been submitted through the portal is not showing in a request list, this is most often down to visibility rights. It could just be a matter of it not being assigned to a service or a team. The 'send failure' may need someone to look at your mailbox rights and email configuration. Regards, James
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