Team Members not seeing timeline content

[Dave Woodhead]

Hi,

A colleague in my own Hornbill team is only able to see a subset of timeline entries on Service Requests.

In one particular instance, he can see older updates but nothing raised in the past few weeks. For those he can see, these include updates visible to both the Team and the Customer. Timeline content of the same type (e.g. updates) appears inconsistently (e.g. older updates are visible, recent updates are not.) 

We've looked at the "Filter" drop-down (which doesn't obviously offer a date range filter) and tried different browsers (as a general principle,) but can't understand why some timeline content is not visible.

The only possible cause I've been able to spot is that timeline updates while the request was On Hold are typically those not appearing in the timeline. Can anyone confirm whether a Request being on hold would affect other user's ability to see timeline additions?

Thanks.

 

[Victor]

2 hours ago, Dave Woodhead said:

Can anyone confirm whether a Request being on hold would affect other user's ability to see timeline additions?

@Dave Woodhead it does not. Request status has nothing to do with visibility of timeline entries.

For the timeline entries that are not visible for the user, can you check what type of visibility they have?

 

[Dave Woodhead]

Hi @Victor, the "missing" timeline entries are a combination of Team-visible and Customer-visible entries.

[Victor]

@Dave Woodhead right, I would advise raising a support request, we need to have a look at the timeline entry in the user context to understand a bit more of what is happening there.

[Dave Woodhead]

Thanks @Victor, will do.