Josh Bridgens Posted September 16, 2021 Share Posted September 16, 2021 When Users are attempting to log a self service ticket, they are clicking a catalog item, then getting a spinning hornbill logo, doesnt seem to be talking to the PCF... Is this just us, as nobody else seems to ahve raised this issue? Josh Link to comment Share on other sites More sharing options...
Conor Posted September 16, 2021 Share Posted September 16, 2021 Hi @Josh Bridgens It's working fine for me, however I have seen this when the PCF isn't active - after updating the PCF it always needs to be both saved and activated before it can be used (saved and activated in the admin portal). Usually this is the reason for the spinning logo when trying to access a PCF from the agent or self service portals. Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 @Conor yeah ive had similar in the past, tried savign and publishing, doesnt fix it Link to comment Share on other sites More sharing options...
Conor Posted September 16, 2021 Share Posted September 16, 2021 @Josh Bridgens Do other PCFs work ok? Can you access the same PCF from the agent view? Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 @Conor works perfectly fine?! Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 PCF^ worked fine for 4 months, and the analyst side works fine too Link to comment Share on other sites More sharing options...
Conor Posted September 16, 2021 Share Posted September 16, 2021 @Josh Bridgens That is not what I was hoping to read LOL What's are the condition details in the 'self service' condition you've got there? I'll then test that bit out on my instance Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 @Conor none of the self service are goign through to the PCF, not just this one Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 We have a few.... Tested all of the catalog items, none work through the portal Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 @Conor Self servive variable Link to comment Share on other sites More sharing options...
Conor Posted September 16, 2021 Share Posted September 16, 2021 @Josh Bridgens if it's all PCFs on the self service then there's something bigger going on - firstly have you tried it as a different user and / or on a different browser? Secondly could you confirm in the admin portal -> applications -> service manager that you are currently on version 2341? Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 @Conor multiple users reporting, and Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 @Conor Same issue in edge, Firefox, Chrome Link to comment Share on other sites More sharing options...
Conor Posted September 16, 2021 Share Posted September 16, 2021 @Josh Bridgens I've asked the question of the wider support team as I'm not sure why it's working for me but not for you. Pure curiosity - is there any difference if you try this URL? https://live.hornbill.com/shawtrust/catalog/service/com.hornbill.servicemanager/101/serviceRequest/ Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 That works perfectly fine, I have plans to move our users to this portal in the future but were a ways away Link to comment Share on other sites More sharing options...
Guest Mohamed Posted September 16, 2021 Share Posted September 16, 2021 Hi @Josh Bridgens Our developers have found and resolved the issue. We will be looking to release the fix in the next build as soon as possible Kind Regards Mohamed Link to comment Share on other sites More sharing options...
Guest Ehsan Posted September 16, 2021 Share Posted September 16, 2021 @Josh Bridgens, An automatic update will be applied to your instance within the next hour. Apologies for the inconvenience that this has caused. Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 @Mohamed @Conor @Ehsan Thanks all for your help, what was it? Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 16, 2021 Author Share Posted September 16, 2021 Just an update, this is still occuring, just incase any changes have been applied. Josh Link to comment Share on other sites More sharing options...
Guest Ehsan Posted September 16, 2021 Share Posted September 16, 2021 @Josh Bridgens, The issue was due to a deleted file still being referenced when you clicked on a Catalog to raise a request. An automatic has already been rolled out. Could you please clear your browser cache, logout / login, and try again? Instructions on clearing cache in the Chrome browser: https://support.google.com/googleplay/answer/32050?hl=en-GB&co=GENIE.Platform%3DDesktop Link to comment Share on other sites More sharing options...
Josh Bridgens Posted September 17, 2021 Author Share Posted September 17, 2021 @Ehsan I have cleared my cache and have had multiple other users clear their cache, it still appears to be happening.. Josh Link to comment Share on other sites More sharing options...
Guest Ehsan Posted September 17, 2021 Share Posted September 17, 2021 To close this off, an automatic deployment to address the issue was applied to all instances this morning. Ehsan Link to comment Share on other sites More sharing options...
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