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samwoo

Sometimes Customer Updates do not take the call off-hold

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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

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Hi,

...the same problem,

I have at least one call updated via an "email" with unchanged status - "On-Hold"

thanks,

Daniel

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@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

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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

 

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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.

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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?

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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

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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.

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Hi all,

We have just released an update that should fix this problem

Many apologies for the inconvenience

Thanks

Trevor H

 

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