Jack_Podmore Posted July 16, 2020 Share Posted July 16, 2020 Hi guys, We have found another issue since the update rolled out last night. When opening a ticket, even if no updates have been put on it when going back to the "Request List" the "Last Updated" time automatically updates - this is causing us issues with looking at old tickets which haven't had updates for a while. This seems to only happen if the ticket is assigned to you as an "owner" (if I open a ticket and someone else is the owner and then go to the request this the "Last Updated" remains as is) Can this be looked into please? Thanks, Jack 1 Link to comment Share on other sites More sharing options...
David Hall Posted July 16, 2020 Share Posted July 16, 2020 @Jack_Podmore Apologies and thanks for the post. Will investigate the issue now. Kind Regards, Dave. 1 Link to comment Share on other sites More sharing options...
sprasad Posted July 16, 2020 Share Posted July 16, 2020 This has been reported as an issue by all our users also. This means that the Request jumps to the top your request list , suggesting it has been updated / but the Row colour does not change to yellow (which is correct) 2 Link to comment Share on other sites More sharing options...
Jeremy Posted July 16, 2020 Share Posted July 16, 2020 This issue is being reported by our analysts too Link to comment Share on other sites More sharing options...
David Hall Posted July 16, 2020 Share Posted July 16, 2020 @Jack_Podmore @sprasad @Jeremy Just a quick update, we've identified the underlying issue and a fix is being worked on as we speak, will update you as soon as we have something to make available to you. As originally suggested and now confirmed, the issue will only occur when opening requests that you own, all others will remain unaffected. Kind Regards, Dave 1 Link to comment Share on other sites More sharing options...
AndyHill Posted July 17, 2020 Share Posted July 17, 2020 +1 also getting a lot of noise on this as our Service Desk are losing track of what they have actually updated vs what has just been opened. Link to comment Share on other sites More sharing options...
Alberto M Posted July 17, 2020 Share Posted July 17, 2020 +1 we are getting this issue as well. Link to comment Share on other sites More sharing options...
David Hall Posted July 17, 2020 Share Posted July 17, 2020 @Jack_Podmore @sprasad @Jeremy @AndyHill @Alberto M Happy to report that we have a fix for this issue and this will be automatically rolled out to you today, so the issue should be resolved shortly. Kind Regards, Dave. 3 Link to comment Share on other sites More sharing options...
David Hall Posted July 17, 2020 Share Posted July 17, 2020 I've been informed that the update has now been applied, so the issue should now be resolved. Kind Regards, Dave. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 18, 2020 Share Posted July 18, 2020 Hi We are still seeing this occur on our New requests as it is showing the customer (Or analyst who raised the request) as the last person updated, I am presuming this is because it calls on their details to send out our 'Your Call has been Raised' confirmation email? Not a massive issue but it seems to indicate the customer or analyst has applied an update since raising Thanks Link to comment Share on other sites More sharing options...
Alberto M Posted July 21, 2020 Share Posted July 21, 2020 (ignore this) Link to comment Share on other sites More sharing options...
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