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Neil Smith

Error when putting Incidents on-hold

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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

 

incerror.png

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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.

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

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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:

image.png.5c9cc3b295aa5b73708db336f4c3bed9.png

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

As we get further information we will update this thread.

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@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

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Hi @HGrigsby,

This should be addressed on your instance now.

Ehsan

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4 hours ago, Ehsan said:

Hi @HGrigsby,

This should be addressed on your instance now.

Ehsan

We're still plagued by this!!!

Mike.

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We are also experiencing this

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Same as our instance..

Nasim

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@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

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@Ehsan

Thanks this has fixed the issue for us.

Nasim

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

thanks

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