Jack_Podmore Posted September 14, 2020 Share Posted September 14, 2020 Hi guys, We are having an issue whereby when adding time to a ticket, this isn't always added meaning entries are missed. We have raised this before (back in 2018) but this still appears to be an issue that our team face on a daily basis. Time is one of our KPI's and its hard to challenge anyone on this when the system doesn't always log time unless you are specifically checking each entry, every time which isn't very efficient. We have checked the categories and these are set correctly. However we do seem to be able to replicate the issue on our instance - it appears to be not adding time just after sending an email until you either do a full refresh of the browser or come out and go back into the ticket. 1. Open ticket 2. Send an email to the customer 3. Click the update button and add an update to the ticket, add time and click "update" - the update goes to the timeline but the time doesn't appear on the time sheet We have tried this in Chrome, IE and Firefox so suspect it not to be a browser issue. Any help on this would be great. Thanks, Jack Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 14, 2020 Share Posted September 14, 2020 @Jack_Podmore We have this issue intermittently which Hornbill are looking at the moment, which seem to be triggered by a number of different combinations of actions on the request. I will check you steps to see if we can replicate are well. We also know there is an issue where a request that you have open is updated by the workflow and another analyst the time recording stops being added even though as you say the timeline entry gets added with no error being reports. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 14, 2020 Share Posted September 14, 2020 @Jack_Podmore I have replicated the issue on our instance as well using the steps you have listed, so looks like this is a defect. Cheers Martyn Link to comment Share on other sites More sharing options...
Jack_Podmore Posted September 14, 2020 Author Share Posted September 14, 2020 Hi @Martyn Houghton Ah wonderful, at least its not just us! Thanks for the heads up when its being updated via the workflow, we haven't come across that yet ourselves. Again, thank you for taking the time to look at our steps to replicate - much appreciated! Do you have an open support ticket or is this been looked into via the forum? If via the forum I will follow the thread you have raised Cheers, Jack Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 14, 2020 Share Posted September 14, 2020 @Jack_Podmore We have logged as support tickets with Hornbill due to the impact and that is dependant on how you use/update the request. I will raise a new post for the other scenario and link it to this. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 15, 2020 Share Posted September 15, 2020 @Jack_Podmore We found the same issue when using the Phone action and recording an timeline update via this otption results in the same loss of recording subsequent actions. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 16, 2020 Share Posted September 16, 2020 @Jack_Podmore I replicated the issue on going from recording time against Attachment then back to Update. @AlexTumber There appears to be a generic issue here in time recording in Service Manager when switching between different actions on the same request within the existing session. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Nanette Posted September 17, 2020 Share Posted September 17, 2020 @Martyn Houghton@Jack_Podmore We are currently investigating this as a potential defect, we will keep you updated as soon as there are any further updates. Many thanks, Nanette. 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 22, 2020 Share Posted September 22, 2020 @Jack_Podmore Just to confirm we have been advised that this is now logged as a defect under KE00164443. Cheers Martyn Link to comment Share on other sites More sharing options...
Jack_Podmore Posted September 23, 2020 Author Share Posted September 23, 2020 @Martyn Houghton thank you for keeping me in the loop with this, its very much appreciated! Cheers, Jack Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 15, 2020 Share Posted October 15, 2020 @Nanette Can you advise on the status of KE00164443. I am not able to find any reference to it on any release announcements but it has disappeared from the Publish Defects page. Cheers Martyn Link to comment Share on other sites More sharing options...
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