Error when putting Incidents on-hold

[Neil Smith]

When users try and put Incidents on-hold, they are receiving the attached error.

This is purely only on Incidents, and not Service Requests.

No changes have been made to the Incident process since early December, and this issue has just been occurring today.  Health Check returns no issues.

Can you advise what needs to be done to investigate this further and resolve the issue?

Many thanks,

Neil

 

[Neil Smith]

@Hornbill Support Team see above, thanks

 

[Charlie Jones]

+1

 

[Vikki Cameron]

This is also affecting us. When we get the error it does put the call on hold, but doesn't update the timeline saying this.

[Blowerl]

This is also affecting us, If you put any call on hold, we get the same message.

[Philip Walker]

We have the same issue

The call does actually get put on hold, but the "Reason" text doesn't get added to the call, and we get the following error message pop up and the bottom:

[Steve Giller]

We are aware of this issue and are working on a resolution.

As we get further information we will update this thread.

[Guest Ehsan]

@Neil Smith, @Charlie Jones, @Vikki Cameron, @Blowerl, @Philip Walker,

We have identified the cause of this issue. This will be patched directly to your instance very shortly. Apologies for the inconvenience that this has caused.

For the Requests that were effected by this failure, a restart may automatically resume the Request's progress. Please refer to "How to restart a failed workflow" section in the Wiki document below for instructions:

https://wiki.hornbill.com/index.php/Business_Process_Designer

Thanks,

Ehsan

[Neil Smith]

Appreciate the quick turnaround @Ehsan, thanks again.

 

[HGrigsby]

+1 - we also are affected by this

thanks

Helen

[Guest Ehsan]

Hi @HGrigsby,

This should be addressed on your instance now.

Ehsan

[Blowerl]

This is now all working. Thank you, for fixing the issue.

[Michael Sharp]

4 hours ago, Ehsan said:

Hi @HGrigsby,

This should be addressed on your instance now.

Ehsan

We're still plagued by this!!!

Mike.

[Julie McClelland]

Hello - we are still experiencing this issue

[Kelvin]

We are also experiencing this

[Paul Welby]

We are also having this issue

 

[nasimg]

Same as our instance..

Nasim

[AndyHill]

+1 also our instance and still ongoing. 

[Guest Ehsan]

@Michael Sharp, @Julie McClelland, @Paul Welby, @nasimg, @AndyHill,

Your instances have been patched now.

 

Please do remember... For the Requests that were effected by this failure, a restart may automatically resume the Request's progress. Please refer to "How to restart a failed workflow" section in the Wiki document below for instructions:

https://wiki.hornbill.com/index.php/Business_Process_Designer

Ehsan

[nasimg]

@Ehsan

Thanks this has fixed the issue for us.

Nasim

[Julie McClelland]

this is fixed for us now thank you 

[Guest Paul Alexander]

We're having this issue too.....do we need to be patched? (Pressing the 'restart button gets through the stalled processes)

thanks

[Guest Ehsan]

@Paul Alexander,

Your instance has now been patched.

[Guest Paul Alexander]

great...thanks @Ehsan

[Shamaila.Yousaf]

@Ehsanwe are having this issue our end also. 

Thanks in advance.

 

Sxx