Neil Smith Posted January 14, 2020 Share Posted January 14, 2020 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 Link to comment Share on other sites More sharing options...
Neil Smith Posted January 14, 2020 Author Share Posted January 14, 2020 @Hornbill Support Team see above, thanks Link to comment Share on other sites More sharing options...
Charlie Jones Posted January 14, 2020 Share Posted January 14, 2020 +1 1 Link to comment Share on other sites More sharing options...
Vikki Cameron Posted January 14, 2020 Share Posted January 14, 2020 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. Link to comment Share on other sites More sharing options...
Blowerl Posted January 14, 2020 Share Posted January 14, 2020 This is also affecting us, If you put any call on hold, we get the same message. Link to comment Share on other sites More sharing options...
Philip Walker Posted January 14, 2020 Share Posted January 14, 2020 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: Link to comment Share on other sites More sharing options...
Steve Giller Posted January 14, 2020 Share Posted January 14, 2020 We are aware of this issue and are working on a resolution. As we get further information we will update this thread. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 14, 2020 Share Posted January 14, 2020 @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 Link to comment Share on other sites More sharing options...
Neil Smith Posted January 14, 2020 Author Share Posted January 14, 2020 Appreciate the quick turnaround @Ehsan, thanks again. Link to comment Share on other sites More sharing options...
HGrigsby Posted January 14, 2020 Share Posted January 14, 2020 +1 - we also are affected by this thanks Helen Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 14, 2020 Share Posted January 14, 2020 Hi @HGrigsby, This should be addressed on your instance now. Ehsan Link to comment Share on other sites More sharing options...
Blowerl Posted January 14, 2020 Share Posted January 14, 2020 This is now all working. Thank you, for fixing the issue. Link to comment Share on other sites More sharing options...
Michael Sharp Posted January 14, 2020 Share Posted January 14, 2020 4 hours ago, Ehsan said: Hi @HGrigsby, This should be addressed on your instance now. Ehsan We're still plagued by this!!! Mike. Link to comment Share on other sites More sharing options...
Julie McClelland Posted January 15, 2020 Share Posted January 15, 2020 Hello - we are still experiencing this issue Link to comment Share on other sites More sharing options...
Kelvin Posted January 15, 2020 Share Posted January 15, 2020 We are also experiencing this Link to comment Share on other sites More sharing options...
Paul Welby Posted January 15, 2020 Share Posted January 15, 2020 We are also having this issue Link to comment Share on other sites More sharing options...
nasimg Posted January 15, 2020 Share Posted January 15, 2020 Same as our instance.. Nasim Link to comment Share on other sites More sharing options...
AndyHill Posted January 15, 2020 Share Posted January 15, 2020 +1 also our instance and still ongoing. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 15, 2020 Share Posted January 15, 2020 @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 Link to comment Share on other sites More sharing options...
nasimg Posted January 15, 2020 Share Posted January 15, 2020 @Ehsan Thanks this has fixed the issue for us. Nasim Link to comment Share on other sites More sharing options...
Julie McClelland Posted January 15, 2020 Share Posted January 15, 2020 this is fixed for us now thank you Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted January 15, 2020 Share Posted January 15, 2020 We're having this issue too.....do we need to be patched? (Pressing the 'restart button gets through the stalled processes) thanks Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 15, 2020 Share Posted January 15, 2020 @Paul Alexander, Your instance has now been patched. Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted January 15, 2020 Share Posted January 15, 2020 great...thanks @Ehsan Link to comment Share on other sites More sharing options...
Shamaila.Yousaf Posted January 16, 2020 Share Posted January 16, 2020 @Ehsanwe are having this issue our end also. Thanks in advance. Sxx Link to comment Share on other sites More sharing options...
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