Will J Douglas Posted August 4, 2021 Share Posted August 4, 2021 Hi, We have an urgent issue - this morning only a small percentage of services are showing up in the customer portal. It is affecting all users. Where we have filtered service subscribers by division or department, the subscriber list just shows "department" or "division" instead of the actual department or division name. As we filter the vast majority of services, this means our Employee portal is effectively down as no-one can see any services. Where we have filtered by user it seems to be okay but not by any other organizational unit. Regards, Will. 1 1 Link to comment Share on other sites More sharing options...
Will J Douglas Posted August 4, 2021 Author Share Posted August 4, 2021 If I try to add one of the subscribers groups in again, I get the following error, presumable because it is already there... 1 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted August 4, 2021 Share Posted August 4, 2021 Same for us...... Link to comment Share on other sites More sharing options...
Simen Solberg Posted August 4, 2021 Share Posted August 4, 2021 Same for us. We are also missing some of our company/department groups 1 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted August 4, 2021 Share Posted August 4, 2021 5 minutes ago, Paul Alexander said: Same for us...... I've reported this to Hornbill Support Link to comment Share on other sites More sharing options...
Keith Stevenson Posted August 4, 2021 Share Posted August 4, 2021 All, Thank you for the posts. We are investigating and will post an update shortly. Kind Regards Keith Stevenson 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 4, 2021 Share Posted August 4, 2021 Same for us 1 Link to comment Share on other sites More sharing options...
Gareth Noon Posted August 4, 2021 Share Posted August 4, 2021 Same for us. 1 Link to comment Share on other sites More sharing options...
Daniel Posted August 4, 2021 Share Posted August 4, 2021 same problem 1 Link to comment Share on other sites More sharing options...
HGrigsby Posted August 4, 2021 Share Posted August 4, 2021 Same for us as well Helen 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 4, 2021 Share Posted August 4, 2021 This is affecting us as well on all channels stopping the logging of requests via Live user app Customer Portal Employee Portal Raise Request from email Link to comment Share on other sites More sharing options...
Keith Stevenson Posted August 4, 2021 Share Posted August 4, 2021 All, Thanks for the posts. Our devs have identified 2 issues which we are working on . We hope to be able to patch shortly and will post an update every 15 minutes with our progress. Kind Regards 3 Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 4, 2021 Share Posted August 4, 2021 All, We may have identified the root cause of the issue that you are experiencing with loading services in Self Service. All instances are being patched through our cloud services. Ehsan Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 4, 2021 Share Posted August 4, 2021 @Ehsan I presume this is a fix for one of the two issues, as it is also affecting the Live User App as well for external customers? Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 4, 2021 Share Posted August 4, 2021 @Martyn Houghton, As this issue appears to be caused by load on the server, it's difficult to recreate the issue locally but following a code review, we reckon the same fix will address both issues that are reported. We can confirm shortly after the patch is deployed. Ehsan Link to comment Share on other sites More sharing options...
Keith Stevenson Posted August 4, 2021 Share Posted August 4, 2021 All The patch has been deployed. Please confirm the issue is resolved. @Martyn Houghton The same root cause so should have fixed all. Please confirm Kind Regards 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 4, 2021 Share Posted August 4, 2021 Hi Keith I am still not seeing the missing Services - will refresh and try again in a minute - thanks Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 4, 2021 Share Posted August 4, 2021 @Keith Stevenson We still seeing the issue in the Live app with external customers. Eventually times out and then reports. Link to comment Share on other sites More sharing options...
DavidCz Posted August 4, 2021 Share Posted August 4, 2021 Issue still occurring with us too 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 4, 2021 Share Posted August 4, 2021 Customer portal is very very very slow to display the services, but it does appear eventually. Whatever changes where made it is making the retrieval of service subscription very very slow. Seem Customer Portal waits longer then the Live User app before timing out. Link to comment Share on other sites More sharing options...
Simen Solberg Posted August 4, 2021 Share Posted August 4, 2021 We still have the issue Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 4, 2021 Share Posted August 4, 2021 All, We are still looking into this. Link to comment Share on other sites More sharing options...
DavidCz Posted August 4, 2021 Share Posted August 4, 2021 FYI - This issue is now resolved for us. Possible it just took a few moments for the update to take affect. 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 4, 2021 Share Posted August 4, 2021 Our Services are now viewable and available - thanks Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 4, 2021 Share Posted August 4, 2021 All, We expect the visibility of services to be working as expected on all instances. Please let us know if you are still experiencing any issues. Ehsan Link to comment Share on other sites More sharing options...
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