Requests not showing in customer portal

[HHH]

Steps to reproduce.
1. Go to https://customer.hornbill.com/{instance}
2. Log in with an external contact
3. Go to my requests
4. Click on any request in the list.

Expected result: Request details and timeline shown.
Actual result: Only the request ID shows.
We have verified this behavior with a number of other contacts, so it appears to apply to our whole instance.
Has anyone else experienced this? I have filed a support ticket with Hornbill.

[Martyn Houghton]

@HHH

I just checked our instance and the customer portal it appears to working. There is the normal pause between displaying the request ID and the the remainder of the request body. 

Sounds like it is timing out retrieving the request information, so might be instance specific perhaps something tying up the database resources.

Hope you get it sorted.

Cheers

Martyn

[HHH]

Thanks for the input @Martyn Houghton

BTW, have you updated to the latest version (1778)?

[Martyn Houghton]

@HHH

We having customer reporting this now but seems to only affect some customers, but consistently with them.

Had you applied the SM build 1778 when you started having these issues, as we applied this morning?

Cheers

Martyn

[HHH]

@Martyn Houghton
We had applied 1778, Hornbill has patched our instance which fixed the issue.

[Martyn Houghton]

@HHH

ditto. Thanks for confirming.

Cheers

Martyn

[Guest Mohamed]

Hi all, 

Just to let you know that this issue has now been resolved in the latest build which has just gone live!