chriscorcoran Posted October 12, 2020 Share Posted October 12, 2020 Over the last few weeks when raising a call, the customer name is not pulled through from the database. If you go back and try again it often works. You can type the name in and it finds the customer but all calls when raising show customer as blank, even when they have a record in the database. Any ideas? All users are using Chrome. Link to comment Share on other sites More sharing options...
HHH Posted October 12, 2020 Share Posted October 12, 2020 We found that if you cancel and start over it pulls through. We have raised a support request with this Link to comment Share on other sites More sharing options...
Alberto M Posted October 12, 2020 Share Posted October 12, 2020 Hi. We've reported this to Hornbill support some weeks ago and it's now being fixed (defect: KE00164620). I think it's the same issue. With us, it happens the first time someone tries to raise a request in a browser session. Regards, Link to comment Share on other sites More sharing options...
chriscorcoran Posted October 12, 2020 Author Share Posted October 12, 2020 thanks @Alberto M and @HHH 1 Link to comment Share on other sites More sharing options...
chriscorcoran Posted October 13, 2020 Author Share Posted October 13, 2020 Also sites are no longer picking up when raising a call. You can get the site form the list once a call has been logged. Not sure if thats the same bug? Link to comment Share on other sites More sharing options...
RobW Posted October 16, 2020 Share Posted October 16, 2020 Hiya Hornbill - is there any update on this issue as it's causing some frustration amongst my team........ Link to comment Share on other sites More sharing options...
RobW Posted November 20, 2020 Share Posted November 20, 2020 On 10/16/2020 at 11:04 AM, RobW said: Hiya Hornbill - is there any update on this issue as it's causing some frustration amongst my team........ Hiya @Hornbill Support Team- is there any update on customer names not populating when raising a request from e-mail? I'm covering my first line team for a bit and it's frustrating to say the least. 1 Link to comment Share on other sites More sharing options...
Steve Giller Posted November 20, 2020 Share Posted November 20, 2020 As @Alberto M mentions, this is being resolved under defect reference KE00164620. This fix will be in the next Service Manager release. 1 Link to comment Share on other sites More sharing options...
RobW Posted December 1, 2020 Share Posted December 1, 2020 On 11/20/2020 at 4:42 PM, Steve Giller said: As @Alberto M mentions, this is being resolved under defect reference KE00164620. This fix will be in the next Service Manager release. Can I confirm when the next service manager release is scheduled for in that case? Link to comment Share on other sites More sharing options...
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