Search customer not resolving to known users

[Mark (ESC)]

Since Tuesday morning, when we create a new request from an email the user no longer automatically populates the search customer field.

We have not made any changes, this did occur after the brief loss of services yesterday (14th Dec) just after 10am

Thanks 

[Deen]

@Mark (ESC) Our developers are aware of the issue and are working on a fix, I'll have a further update for you shortly.

[JanS2000]

We're experiencing the same issue @Deen. I was going to raise a support request but I'll follow this thread for now. Please let me know if there is anything I need to do.

Thanks!

[Bev Williams]

Hi - we are also experiencing the same issue.

[Deen]

A patch is currently in the works, I'll have another update shortly.

[Deen]

@Mark (ESC) @JanS2000 @Bev Williams A patch has now been released to all instances, you may need to flush your browser cache for the fix to take effect.  Please let me know if there are any issues.

[JanS2000]

Thanks @Deen, I'll try that and let you know if any more problems, thank you!

[Gareth Noon]

Same issue here, I've raised a support request for it (IN00175232)

[Bev Williams]

Hi @Deen- we are still having the same problem - cleared cache etc but desk analysts still experiencing the issue.

[JanS2000]

It didn't fix it for me either, but something else is not working now, for me at least. Since clearing my cache I've lost all the calls that were in the request list, I can't see any of the views I'd set up or the services, nothing at all - just a blank screen . I've advised the team not to clear their cache if they haven't already. Not sure if this is something just on my end or not. I can get into the emails and see the employee portal, service portfolio, assets and suppliers, just not requests.

[JanS2000]

More things not working @Deen, affecting the team as well as me - we can't put calls on hold or use the email function within a call now.

[samwoo]

In case users come here first. Still waiting for an update from Hornbill, hopefully soon.

[Bev Williams]

18 hours ago, Deen said:

@Mark (ESC) @JanS2000 @Bev Williams A patch has now been released to all instances, you may need to flush your browser cache for the fix to take effect.  Please let me know if there are any issues.

Hi - we still have the problem today with this - is there an update available at all or is it better to log a support ticket?

Thanks

[Luke]

+ 1 for us - customer not auto populating when raising from email. Not aware of any other issues here at the moment. 

[Llyr]

Happy news it looks like the issue is fixed on our instance, just doing some additional testing. :)

[Deen]

All, a patch has now been released to all instances and the issue should be resolved.  Let me know if any problems remain and apologies for the inconvenience caused here.

[Llyr]

I can confirm that the issue is fixed for all our users now.

 

Thanks