Issues following Service Manager update

[DFarran]

We appear to be experiencing a number of issues since performing the latest update for Service Manager, I can't see that any other users have reported these so not sure if it isolated to our setup.

 

1) The first issue is that our notifications appear to have stopped working for all analysts, whether its a call coming off hold or assigning a call to an analyst no notification or email is received despite the settings being turned on globally and for the specific analysts.

2) The second issue is when trying to look at a users profile from clicking on them in the request list it comes up with a blank profile page (https://live.hornbill.com/miltonkeynescouncil/profile/undefined/)

3) When raising a call where you can assign an asset within the progressive capture, you get to the end of the logging process with the screen that says 'the request has been raised with the following details:...' but at the bottom it says 'The following error(s) were encountered while logging the request :' but its blank. It doesn't then attach the asset to the call.

 

Could someone take a look at these issues for us as the notifications issue is particularly causing a big impact for us.

 

Regards,

 

Daniel.

[Deen]

@DFarran  The notifications issue should be fixed in a Service Manager update that is due tomorrow.  I'll take a look into the additional issues you have raised also and will report back.

 

Deen

[Deen]

@DFarran the second issue you have reported with the user profile should also be corrected in today's update.

[DFarran]

Thanks @Deen, the first two issues have been resolved by the update. We think the third issue may have been pre existing and only happens when raising a call through live.hornbill but not when using service.hornbill. Any ideas why this would be happening?

Regards,

 

Daniel.

[Deen]

@DFarran it sounds like there is an issue with that specific pro cap.  As a temporary test could you remove the asset form in the pro cap and then see if it completes without error.  You may even find that simply putting the form back  afterwards corrects the problem if there is a glitch in the capture.  You would need to refresh your browser after making the change.