James Harriman Posted November 16, 2020 Share Posted November 16, 2020 We appear to be getting an issue when creating incidents this morning, when we try to create a new incident via the 'Raise New' drop down it creates a blank ticket with no info instead of following our new incident workflow. As a workaround we can click raise new (without clicking the drop down) but we are still unable to categorise tickets this way. Is anyone else experiencing this? Screenshot attached. Thanls, James Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 16, 2020 Share Posted November 16, 2020 Hi James, This can happen when there is a problem with not being able to locate the Progressive Capture used for raising a new request. The first thing to look for is if the default Progressive Capture for the Raise New Request has been made inactive. You can look in the list Progressive Captures to see this under the Active State column. You can also confirm which Progressive Capture is running when you select Raise New. This is set from the following setting: Once you confirm with Progressive Capture is being used when raising a new request, be sure to check that it is Active, and that there are no issue within the capture flow that may cause it to fail. Let us know how you get on. James Link to comment Share on other sites More sharing options...
James Harriman Posted November 18, 2020 Author Share Posted November 18, 2020 Morning James, It looks like it was disabled in progressive capture as you explained, I have enabled it but there doesn't seem to have been any change yet - how long should it take for the process to reactivate? Thanks, James Link to comment Share on other sites More sharing options...
Guest Mary Posted November 19, 2020 Share Posted November 19, 2020 Hi @James Harriman, Could you please try logging an incident from Raise New > Incident drop down again and let us know if it works as expected. Link to comment Share on other sites More sharing options...
James Harriman Posted November 19, 2020 Author Share Posted November 19, 2020 Hi Mary, It wasn't working earlier but I've just tried it and can confirm that this is now working as it should. Link to comment Share on other sites More sharing options...
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