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Post Service Manager update, 'contacts' unable to re-open tickets

Steven Cotterell

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It appears since yesterdays Service Manager update, our external customers (contacts) are unable to click the red "It's still broken" button on either Service Request or Incidents to reopen them.

Clicking the button appears to do nothing to the end user,

I have tested this with Developer Tools open and am getting the following error in the Console.


(In the above SR, I clicked the red button twice, hence two errors)


(In the IN above the error is shown after the two cream Violation messages)

When clicking on the green "It's working" button, everything works as it should..

I have not made any changes to the BPMs.

Can anyone help please as a matter of urgency.


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21 hours ago, David Hall said:

Hi @Steven Cotterell

Apologies for the issue being caused.  We're investigating the issue right now and we'll look to get a solution provided as soon as possible.

Kind Regards,


Hi @David Hall

Is there any progress on a fix for this issue please?



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1 hour ago, David Hall said:

Hi @Steven Cotterell

Sorry have just seen this post.  I'm just posting up now in the announcements of a new update for Service Manager so if you check on your instance shortly you should be able to apply the latest update to correct the issue.

Kind Regards,


Thanks @David Hall - I have applied the update and can confirm the issue is resolved for us.  Please pass my thanks on to all involved.

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