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HB not processing new Incidents correctly - unable to log new incidents


James Harriman
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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

HB blank ticket.png

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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.  

image.png

 

You can also confirm which Progressive Capture is running when you select Raise New.  This is set from the following setting:

image.png

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

 

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