lee mcdermott Posted February 15, 2022 Share Posted February 15, 2022 Are you aware of any issues from last nights update. I have just tried to log a call and get the below It appears on the procap for sites there is a new tab option which it defaults to that is called asset sites? Also noticed this morning that things do seem a bit slow - i've been trying to update some changes and find I have been having to hit F5 to refresh the session to get things to show up that they have been processed. Not sure if this is an issue or just coincidence? thanks lee Link to comment Share on other sites More sharing options...
Guest Mohamed Posted February 15, 2022 Share Posted February 15, 2022 Hi @lee mcdermott Our developers have been looking into this and found the issue. We're trying to get it resolved and updated ASAP. We'll update you soon regarding its progress Kind regards Mohamed Link to comment Share on other sites More sharing options...
John C Posted February 15, 2022 Share Posted February 15, 2022 @Victor @Mohamed issues with SLA's too now once they are assigned, not updating since update earlier... Link to comment Share on other sites More sharing options...
John C Posted February 15, 2022 Share Posted February 15, 2022 @Mohamed @Victor seems to be only affecting Incidents and not Requests, no changes made to our configuration by us either... Is someone looking into this SLA issue? Link to comment Share on other sites More sharing options...
sprasad Posted February 15, 2022 Share Posted February 15, 2022 After the update last night, we have found that when we log new requests from an email that has attachments, these are not being added automatically. Please let me know if you are also aware of this issue and/or need me to raise this as a separate support request? Thanks. Link to comment Share on other sites More sharing options...
RobW Posted February 15, 2022 Share Posted February 15, 2022 2 hours ago, sprasad said: After the update last night, we have found that when we log new requests from an email that has attachments, these are not being added automatically. Please let me know if you are also aware of this issue and/or need me to raise this as a separate support request? Thanks. Hi Hornbill. we're encountering this issue as well. As per the previous post is this something you're aware of or does this also need to be raised? 1 Link to comment Share on other sites More sharing options...
Rashid.Ahmed Posted February 15, 2022 Share Posted February 15, 2022 Hi @Mohamed, @Victor, For us at Milton Keynes Council there doesn't seem to be a correlation between request type, Service and Incident request types are affected Following the recent update, we are being impacted by : Tickets are not updating the Response SLA Status Tickets are not updating the Resolved SLA status - See examples below Regards Rashid Link to comment Share on other sites More sharing options...
John C Posted February 16, 2022 Share Posted February 16, 2022 @Mohamed @Victor any chance of an update, I brought the SLA issue to your attention yesterday around 10:30!? 1 Link to comment Share on other sites More sharing options...
lee mcdermott Posted February 16, 2022 Author Share Posted February 16, 2022 @Mohamed there has still been no update on this? do you have one yet or are you still working on it? thanks lee Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 16, 2022 Share Posted February 16, 2022 We seem to have the similar SLA issue to @John C as well, since the application of Service Manager 2526. We have logged this with Hornbill Support as well. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted February 16, 2022 Share Posted February 16, 2022 Just to highlight I am noticing a slow down since yesterday when doing anything in the system - either Admin or service manager - however, just seems to be me as no one else is reporting slowness - thanks Link to comment Share on other sites More sharing options...
sprasad Posted February 16, 2022 Share Posted February 16, 2022 My 1st tier team have also reported performance issues, similar to as reported by @lee mcdermott, since the application of Service Manager 2526. Not logged with support as yet. Link to comment Share on other sites More sharing options...
Guest Mohamed Posted February 16, 2022 Share Posted February 16, 2022 59 minutes ago, lee mcdermott said: @Mohamed there has still been no update on this? do you have one yet or are you still working on it? thanks lee Hi @lee mcdermott The Progressive Capture Asset Sites issue has been resolved and already released as part of a patch fix. Support has confirmed that the patch has gone out and the fix has been applied. With regards to the SLA related issues this is something that has been raised with the development team and is being investigated Link to comment Share on other sites More sharing options...
Guest Mohamed Posted February 16, 2022 Share Posted February 16, 2022 On 2/15/2022 at 12:48 PM, sprasad said: After the update last night, we have found that when we log new requests from an email that has attachments, these are not being added automatically. Please let me know if you are also aware of this issue and/or need me to raise this as a separate support request? Thanks. Hi @sprasad @RobW Just to confirm, in addition to the patch fix that went out last night, this also included the fix for the email attachments Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 16, 2022 Share Posted February 16, 2022 @sprasad @lee mcdermott @Adrian Simpkins Regarding the slowness. Can you provide more specifics and in what area\view\action. Ideally with browser timings. All our monitoring shows no issues (Infact today has been one of the best days since records began for Server\Node performance) Kind Regards 1 Link to comment Share on other sites More sharing options...
Caroline Posted February 16, 2022 Share Posted February 16, 2022 Hi, we're another customer affected by SLAs missing on new Incidents, issue started yesterday. This will impact our customer reporting. What's the ETA on a fix? Link to comment Share on other sites More sharing options...
Deen Posted February 17, 2022 Share Posted February 17, 2022 @Caroline @Martyn Houghton @John C @Rashid.Ahmed We have now corrected this issue and are in the process of deploying a patch which will be done shortly. Apologies for any inconvenience caused by this. 1 Link to comment Share on other sites More sharing options...
Caroline Posted February 17, 2022 Share Posted February 17, 2022 Thanks @Deen Is there anything that can be done about the Incidents that are missing their SLA? Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted February 17, 2022 Share Posted February 17, 2022 Hi Keith It still just appears to be me that is seeing any slowness in the system - taking 5-10 seconds to do anything so for example working on a PC - taking 5-10 seconds to open a node if i click on it. However, just noticed I am seeing the same when just viewing this site on the browser so it must be something particular to me. I will do some checks on my end and update again here shortly Many thanks as always Link to comment Share on other sites More sharing options...
Steve Giller Posted February 17, 2022 Share Posted February 17, 2022 @Caroline @Martyn Houghton @John C @Rashid.Ahmed The patch to correct this issue has now been deployed. Once again, we apologise for any inconvenience caused by this. 50 minutes ago, Caroline said: Is there anything that can be done about the Incidents that are missing their SLA? Are you referring to Incidents that have breached, or are you referring to Incidents without an SLA? 2 Link to comment Share on other sites More sharing options...
Caroline Posted February 17, 2022 Share Posted February 17, 2022 @Steve Giller Thanks for the update. I'm asking about Incidents that have been logged over the last couple of days that have no SLA Link to comment Share on other sites More sharing options...
sprasad Posted February 17, 2022 Share Posted February 17, 2022 Morning @Keith Stevensonregarding the performance issues, my team receive customer emails and they update the requests with these. So from the primary mailbox, they will move e.g. 3 of the 12 emails into their own sub-folder. The primary folder count will stay at 12 even though it should now be showing as 9 - but we can live with that just now. We will open the email to review the contents, remove historic comms, correct Safelink text to apply the correct URL, remove unwanted attachments then click on Apply to Request. This is where the delay happens of approx. 7 seconds until the next [View/Close] screen is presented. Clciking on View opens the request in approx 3 seconds - this is ok, so it is the Apply to Request where the most delay is experienced. The 2nd element is for our chasing where the request is due to come Off Hold. As part of the chase process, we will change sub-status to Pending. This change takes approx 5 seconds to commit. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted February 17, 2022 Share Posted February 17, 2022 Hi Keith Further update - I have restarted my laptop a couple of times and picked up our latest Group Policies, and now the system is responding as expected with no obvious delays. So I think the issue for our MSE instance was on our side. If I do see any further issues I will of course update here Many thanks as always Link to comment Share on other sites More sharing options...
Keith Stevenson Posted February 17, 2022 Share Posted February 17, 2022 @Adrian Simpkins Great news. Thanks for the Reply @sprasad Can you run perform these actions in Chrome with Dev tools (F12 open) and then we can get the waterfall for the actions to see which APIs are "slow" .. As we can see no issues our side. Kind Regards Link to comment Share on other sites More sharing options...
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