Email - Apply to request Not working following Patch

[Kelvin]

We applied the Service Manager Patch this morning and since then we are unable to app to request from an email.

The box appears but will not automatically or manually service for the request.

EDIT - After some investigation it looks like this happens if the request is closed.

[ArmandoDM]

Hi @Kelvin

we identified the issue and we are working on a fix.

Apologies for the inconvenience.

Regards

Armando

[Alberto M]

@Kelvin, yes, the same here and I concluded the same. If the request is closed, it's not possible to apply the email.

[sprasad]

Hi @ArmandoDM Do we have a timescale for when this is likely to be fixed, please, as this is causing us operational difficulties. Thanks. 

 

[Deen]

@sprasad we are readying a new Service Manager build and this is scheduled for release Monday morning.  It will contain a fix for this issue.

[Bluegate]

I've installed the latest update but this issue still persists from time to time.

Sometime you paste the IN/SR into the field and it will display the ticket you've pasted, but sometimes nothing happens when you past the IN/SR.

Looks like the database is not available or something so it can't lookup the IN/SR

Failed search:

Details

Request URL:

https://mdh-p01-api.hornbill.com/twobirds/xmlmc/apps/com.hornbill.servicemanager/Requests/?method=searchRequests

 

Request Payload:

<methodCall service="apps/com.hornbill.servicemanager/Requests" method="searchRequests" csrf_token="bd853138bbc74251a2fe1634e4d2d02770fd7cd7"><params><searchQuery>SR00072804</searchQuery><resultsFromRow>0</resultsFromRow><resultsToRow>99</resultsToRow></params></methodCall>

 

Response:

{

      "@status": true,

      "params": {

            "results": "[]",

            "resultsTotal": 0,

            "timeTaken": 166

      },

      "flowCodeDebugState": {

            "step": "48bef530-2048-45b7-aea1-1d14f874be12",

            "executionId": "4c3fd6f1-1ddb-49d3-a713-453eeccac80c"

      }

}

 

Succesfull search:

{

      "@status": true,

      "params": {

            "results": "[{\"entityName\":\"Requests\",\"relevance\":\"100.0000\",\"primaryEntityData\":{\"h_category_id\":\"34\",\"h_customer_type\":\"0\",\"h_datelogged\":\"2020-03-03 15:39:15\",\"h_fk_serviceid\":\"1\",\"h_fk_servicename\":\"Local IT Support\",\"h_fk_team_id\":\"Company\/ITSupport\/\",\"h_fk_team_name\":\"IT Support\",\"h_fk_user_id\":\"DBI\",\"h_fk_user_name\":\"Customer\",\"h_ownerid\":\"DBI\",\"h_ownername\":\"Analyst name\",\"h_pk_reference\":\"SR00072804\",\"h_request_prefix\":\"SR\",\"h_requesttype\":\"Service Request\",\"h_site_id\":\"9\",\"h_status\":\"status.open\",\"h_summary\":\"Ticket Test #1\"}}]",

            "resultsTotal": 1,

            "timeTaken": 180

      },

      "flowCodeDebugState": {

            "step": "48bef530-2048-45b7-aea1-1d14f874be12",

            "executionId": "fdc7fcdc-5e4a-4d29-9fb8-deb71a813a75"

      }

}

(Fields altered to hide company information)

 

 

[Nanette]

@Bluegate

Please can you raise this with our support team via the webform - https://www.hornbill.com/support ?

Many thanks, Nanette.