Unable to Close Requests - Broken BPM [FIXED]

[Guest]

All our requests are failing to close successfully with a broken head up display and failing BPM.
We get the below error:

[Guest]

1 minute ago, sprasad said:

All our requests are failing to close successfully with a broken head up display and failing BPM.
We get the below error:

Full Error:
Xmlmc method invocation failed for BPM invocation node '585d6fbe-21a1-8429-7be9-b722f46e52bd/flowcode-2541abd7-91f1-429d-e7d7-3c33a9de9cc7': 0200 apps updateReqStatus FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Close Request; nodeId: f3b58229-7c80-40b7-81c8-9fe5aec41275; At 575/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemCloseRequest] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemCloseRequest): nodeName: Set 'appOptions'; nodeId: be483ee1-2557-489e-942c-d8c988254478; At 569/1: "Uncaught TypeError: Cannot read property 'option' of undefined" throw(e); _fc_node_exec_be483ee1_2557_489e_942c_d8c988254478" throw(e); _fc_node_exec_f3b58229_7c80_40b7_81c8_9fe5aec41275

[Kelvin]

Not sure if this is connected but we are receiving the following when logging requests

was all working fine yesterday

[Luke]

+1 for failing to close requests: 

 

Xmlmc method invocation failed for BPM invocation node '08c4c556-a207-8cac-2e59-65f2cb9e154a/flowcode-2dab9647-0912-fb14-5d16-48872d9ee1d8': 0200 apps updateReqStatus FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Close Request; nodeId: f3b58229-7c80-40b7-81c8-9fe5aec41275; At 575/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemCloseRequest] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemCloseRequest): nodeName: Set 'appOptions'; nodeId: be483ee1-2557-489e-942c-d8c988254478; At 569/1: "Uncaught TypeError: Cannot read property 'option' of undefined" throw(e); _fc_node_exec_be483ee1_2557_489e_942c_d8c988254478" throw(e); _fc_node_exec_f3b58229_7c80_40b7_81c8_9fe5aec41275

[Adrian Simpkins]

+1 for us as well, just checked our Resolved requests / 5 day limit and none have closed since 10:03 - when i click into the affected requests getting error: Xmlmc method invocation failed for BPM invocation node 'stage-002a7c41/flowcode-83883195': 0200 apps updateReqStatus FlowCode Exception (com.hornbill.servicemanager/entities/Requests/...

Looks very similar to the situation we had a few weeks back where requests errored when trying to move from Resolved to Closed in the 5 day closure process

Thanks

[JAquino]

Same for us - appears to be the latest update for Service Manager applied last night. Roll back please! 

 

 

[Victor]

We're looking into this

[PeterL]

Same issue here:
Xmlmc method invocation failed for BPM invocation node 'stage-7194d0f6-d81a-4c10-6f2d-a98b713c5be2/flowcode-b9619acd-8032-44d0-51f9-4d3bb1c89898': 0200 apps updateReqStatus FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Close Request; nodeId: f3b58229-7c80-40b7-81c8-9fe5aec41275; At 575/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemCloseRequest] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemCloseRequest): nodeName: Set 'appOptions'; nodeId: be483ee1-2557-489e-942c-d8c988254478; At 569/1: "Uncaught TypeError: Cannot read property 'option' of undefined" throw(e); _fc_node_exec_be483ee1_2557_489e_942c_d8c988254478" throw(e); _fc_node_exec_f3b58229_7c80_40b7_81c8_9fe5aec41275

 

[Victor]

@JAquino

11 minutes ago, JAquino said:

Roll back please!

There is no roll back. We are working with the continuous deployment concept. 

Hornbill delivers new features, improvements and fixes on a continuous basis following a Continuous Deployment Agile methodology (https://wiki.hornbill.com/index.php?title=Updates)

This is being looked into by development and we will deploy a fix as soon as possible, please bear with us.

[Alberto M]

FYI: I don't get any error, but, when clicking the "close" button, it flashes, the "close section" of the page refreshes and does nothing.

 

[Mark Shutt]

Same issue here. 

Really thankful for this thread and response from Hornbill admins. 

Just a fyi - we're seeing the usual https://status.hornbill.com page stuck at reporting on the 2nd December. 

 

[James Gallally]

I am glad this is being looked into. As well as being able to close calls, our end users are not able to view their incidents via the portal. they can see the summary page of all of the incidents, but when they click on one incident to view the full thing they just get a blank page with the incident number - anyone else have this?

[Victor]

 

@James Gallally

3 minutes ago, James Gallally said:

anyone else have this?

Yes, it has been reported here:

Also being investigated by development.

[James Gallally]

thanks @Victor, still getting my head around where all the other bits sit in the forums.

[Victor]

@Mark Shutt

7 minutes ago, Mark Shutt said:

we're seeing the usual https://status.hornbill.com page stuck at reporting on the 2nd December.

I assume you refer to the latest incident on Status Page. This is correct, the last incident occurred on 02/12/2020. The Hornbill Status page only reports and records availability incidents where the whole service is unavailable. This is not the case here, we are not faced with an availability issue.

[Victor]

@all

We found the cause for this issue. A fix is being prepared and rolled out on all live instances.

[Deen]

@Kelvin I'ts possible that your issue may not be related.  After the patch has been applied if the problem persists raise a request with Support.

[Kelvin]

@Deen its possible but we are only seeing it this morning, no changes are end. Also not able to close any calls they just sit as resolved.

[Victor]

@all

The fix for this has now been deployed. Please see details in the thread message (top) regarding affected workflows. We are sorry for all the trouble this issue has caused.

If there are further issues following this that are affecting your instance please let us know.

[Deen]

@Kelvin As the fix has now been deployed let me know if the issues persist.

[Jamie A]

@Victor

Thanks for letting me know that this is an issue.

Was unaware that there was an update 

 

 

 

[James Gallally]

Hi,

I am just wondering, did this only affect instances that had been updated to the most recent patch, or would this have affected people regardless of the version they where running/not related to the patch at all?

Thanks

James

[Alberto M]

It's fixed here. Thanks

[Victor]

16 minutes ago, James Gallally said:

I am just wondering, did this only affect instances that had been updated to the most recent patch, or would this have affected people regardless of the version they where running/not related to the patch at all

@James Gallally when you say "updated to the most recent patch" I assume you mean "updated to the most recent build". Patches are updates to fix specific issues that cannot wait for a regular build (update). All instances are automatically updated when a new build is deployed thus, the issue this morning would have affected all instances that used the functionality affected by the issue.

[Victor]

@Jamie A if you like to receive a notification (email or otherwise) when a new update is deployed please follow the "Announcements" section of the forums. When a new update is ready for deployment we publish the release notes for the build there.