samwoo Posted October 18, 2019 Share Posted October 18, 2019 Hello, I have been informed that a number of users have noticed that what seemingly to be at random, if a call is placed on-hold and a customer updates the ticket either via an Email response, or via the Service Portal, the ticket Status doesn't change to "Open" sub-state "Customer Update". I've just had a look at the timeline of some of the requests, and throughout the life of these tickets, the on-hold/off-hold process is working, but there were at random times parts where the on-hold/off-hold process did not occur, even though the same sub statuses were used previously. Please advise? Thanks, Samuel Link to comment Share on other sites More sharing options...
Daniel Posted October 18, 2019 Share Posted October 18, 2019 Hi, ...the same problem, I have at least one call updated via an "email" with unchanged status - "On-Hold" thanks, Daniel 1 Link to comment Share on other sites More sharing options...
Josh Bridgens Posted October 22, 2019 Share Posted October 22, 2019 @samwoo Had anyone manually changed the sub status in these calls? I have found that unless the BPM recognises the sub status it CURRENTLY is it will not update it. Josh Link to comment Share on other sites More sharing options...
samwoo Posted October 22, 2019 Author Share Posted October 22, 2019 Hi @Josh Bridgens, the Sub statuses are changed manually, for example On-hold - Awaiting Response from Customer - this Sub-status requires a date and time to come off hold. When a customer updates the call or sends and email into the ticket, it should automatically set the call to Open - Customer Update. This happens 99% of the time, except for when it doesn't. The only time the BPM touches the substatuses is when a call is resolved or closed, and the call was not resolved yet in these cases. Thanks, Samuel Link to comment Share on other sites More sharing options...
WFMKC Posted November 11, 2019 Share Posted November 11, 2019 We seem to be having the same problem. Has been working fine but all of a sudden customers are updating comments and the calls aren't coming off hold (even though we have the 'On customer response change sub-status to..' set to an off hold status). This seems to be across all services. Would be good to get a response from Hornbill on this. Link to comment Share on other sites More sharing options...
Aston Instone Posted November 11, 2019 Share Posted November 11, 2019 Hi, We have an example of this and can provide a ticket reference if needed if somebody from Hornbill can look at this? Link to comment Share on other sites More sharing options...
Deen Posted November 11, 2019 Share Posted November 11, 2019 For anyone affected, it may be the case that the issue only occurs if the customer replies to a post on the timeline. If the customer creates a new post to the timeline the request is taken off hold as expected. Can you confirm if this is also the case for yourselves? Link to comment Share on other sites More sharing options...
HHH Posted November 11, 2019 Share Posted November 11, 2019 11 minutes ago, Deen said: For anyone affected, it may be the case that the issue only occurs if the customer replies to a post on the timeline. If the customer creates a new post to the timeline the request is taken off hold as expected. Can you confirm if this is also the case for yourselves? @Deen No, we have had tickets where regular customer updates have not taken the request off hold. I filed this as a support ticket and it's reproduced in that ticket as well. https://success.hornbill.com/hornbill/servicemanager/request/view/IN00158431/ Currently still on hold despite me having updated, sort of a meta-bug 1 Link to comment Share on other sites More sharing options...
Aston Instone Posted November 11, 2019 Share Posted November 11, 2019 Hi @Deen No this is not the case unfortunately Link to comment Share on other sites More sharing options...
Jeremy Posted November 11, 2019 Share Posted November 11, 2019 I have been noticing this today, I was drafted in to help on our Service Desk and found some of time emails that are applied to requests on hold were not taken off hold. Also these did not re-open resolved requests. Link to comment Share on other sites More sharing options...
AWeaire Posted November 11, 2019 Share Posted November 11, 2019 I too have noticed this issue. Link to comment Share on other sites More sharing options...
TrevorHarris Posted November 12, 2019 Share Posted November 12, 2019 Hi all, We have just released an update that should fix this problem Many apologies for the inconvenience Thanks Trevor H 1 Link to comment Share on other sites More sharing options...
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