PC forms not working as expected on service portal

[Paul H]

Hi Hornbill user forum,

We have created and operated a form on the user portal for a number of years now to capture new starters and their IT requirements, but this recently has stopped working.

In the user portal the customers can select the "New Starter" form and are presented with the intelligent (progressive?) capture, there are a number of pages containing multiple questions, which are dependent on the users selections, these all work fine. However when clicking the finish button, the form does not complete as expected, the finish button changes to a lighter shade of blue then does nothing, the user stays at the last page of the form.

If an analyst creates a new service request on a customers behalf in the "live.hornbill.com" and selects the "New Starter" as the service they can then proceed to fill in the intelligent capture and when clicking finish a service request following the relevant business process is created successfully.

Any advice greatly appreciated.

Thanks 

[James Ainsworth]

Hi @Paul H

Thanks for your post.

Sorry, could you confirm which portal is being used when experiencing the issue?  Is it the Customer Portal for external customers, or the Employee Portal?

[Paul H]

Hi James,

 

Thanks for the response, the Portal is known to us as the self service portal, it is used by our internal users to raise requests for new starters, additional kit etc. The URL begins https://service.hornbill.com/xxxxx

[Victor]

@Paul H we are aware of some issues on the service portal including the one you experience where the Finish button is unresponsive. We are actively investigating these issues.

[Paul H]

Thanks Victor, is this a recent thing?

 

[Victor]

@Paul H yes, not very recent (like yesterday) but recent...

[Paul H]

Any joy resolving this @Victor? Our users are unable to complete the new starter request forms.

Thanks

[Victor]

@Paul H We definitely had some progress on this, we should have a fix ready and deployed a bit later today. Please bear with us.

[Victor]

@Paul H some more details on this issue if you like to know more: