Service portal not allowing access to Add Attachments page

[Guest Paul Alexander]

Our service portal seems to have stopped allowing us to access the Add Attachments page in any catalogue items. 

Is anyone else having this? I've tried closing/reopening/cache clearing in Chrome, but it's still not letting me access....

 

This also doesn't work using the Edge browser

Edited November 19, 2020 by Paul Alexander

[AWeaire]

All of a sudden customers are unable to raise requests via the Customer Portal. I have tested this and have the same issue. It won't let you advance past the details form. We can still raise requests via Service Manager. Is anybody else having this issue? Thanks.

[Alberto M]

@Paul Alexander, you mean, you click "Next" in the page before the attachments page and nothing happens?

I'm getting that here.

 

[HHH]

We have the same thing. Flow breaks before customer can add attachments.
It's in the customer portal.

[Guest Paul Alexander]

@Alberto M

Yes, that's exactly what happens - click Next and nothing happens.

[HHH]

@AWeaireI have also raised this in the support portal

[Alberto M]

Yes, the same here, in the Service Portal.

[Steve Giller]

We're looking into this as our top priority, we'll update here when we have further information.

[HHH]

Same issue here. Posting to follow

[Deen]

All, we are aware of the issue and are looking into this with the highest priority.  I'll have a further update shortly.

[Steve Giller]

I've merged these threads so updates will be in one place.

[AWeaire]

I did enable these two options today, just in case that is relevant...

 

[Deen]

@AWeaire That shouldnt have made a difference.  Either way the fix will be dropping shortly and should just require a browser refresh.

[nasimg]

Same here - customers are reporting this

We are portal only so need a fix asap...

Nasim

 

[Daniel Dekel]

We have a fix for this and will be deployed soon.

[Daniel Dekel]

Hello all,

I can confirm that the issue has been fixed now. It should all work as it was.

Regards,

Daniel.

[nasimg]

What do we need to do as I've tried refreshing and the Service Portal is not working for us...

Nasim

[AWeaire]

Working for us, thankyou.

[Ann-MarieHolloway]

We now appear to be receiving tickets.

 

Many Thanks

[Daniel Dekel]

@nasimg, perhaps is taking time for you to receive the new files. Is already working for some customers. Can you try again? If is not, perhaps your browser is caching?

[Alberto M]

It's working here. Thanks.

[nasimg]

Definitely not working for us yet (tried different browsers/ devices) ....we started seeing the issue an hour  later (from when it was raised here), so maybe the fix needs a bit more time to get to us.

Appreciate if you can confirm it has been applied as I have a lot of unhappy customers waiting to log requests.

Nasim

[Deen]

@nasimg The fix has been applied, can you try flushing your browser cache if you are still seeing the issue.

[nasimg]

I've tried different browsers on different devices (work laptop/ home pc), but cleared the cache - still the same problem.

Our request timelines are messed up too (we saw this last week IN00165057 11/11/20 but it fixed itself mysteriously) - this just started happening (first reported 16:36).

[Deen]

@nasimg Are there no new requests at all coming through via the portal?  If the issue persists please raise a request and we will investigate further.