Errors after updating to latest SM build (queryParams validation error) [RESOLVED]

[John C]

Hello @Victor

 

Get the below error when we now click on any ticket in Service Manager and I just applied the latest update 5 mins ago so hardly coincidence, please assist ASAP

 

[John C]

@Bob Dickinson can someone assist asap, we cannot click in to any of our tickets since update applied...

[Victor]

@John C can you PM about this please

[John C]

How do you mean, PM?

[John C]

@Victor sorry, how you mean PM (private message?) do you need anything else from me re this?

 

[Guest Ehsan]

All,

Could you please click on "Reload Application Cache" button as demonstrated below for the Service Manager application via the Admin Tool (https://admin.hornbill.com/[InstanceId])> System > App Store > Hornbill Service Manager tile.

[Victoria Heeley]

Hi updated the application and then reloaded application cache and it's worked.

[Victor]

@Victoria Heeley what errors you see after app cache reload? Did the cache reloaded successfully (i.e. did it show the green popup box with the confirmation)?

[Victor]

The issue causing the errors following the SM update has been fixed in the latest ESP platform update deployed on all instances last night. 

 

[Deen]

The following root cause analysis provides further detail on the nature of the issue:

On Wednesday, 17th June, at 09:32, we were alerted to an issue that prevented customers from viewing or updating requests in Service Manager. The root cause has been identified and relates to the Service Manager application cache not being reloaded correctly. Specifically, the application stored queries were not being reloaded after updating Service Manager to the latest build.

A workaround of manually reloading the application cache was communicated to customers a few minutes after the first report was made, followed shortly thereafter by appropriate updates to release notes communicated on the forum and within the Administration Tool. Furthermore, a permanent fix has also now been implemented and was deployed in a recent build of the Hornbill Platform over the weekend.

We apologise for any inconvenience this caused.