HGrigsby Posted July 19, 2023 Share Posted July 19, 2023 Hi We have started to have a couple of issues with Hornbill today. 1. When logging requests the timers aren't starting on some, not all, tickets. This is a big issue for us 2. When going to assess a change the assessment is only bringing up one option instead of the usual 4 on the 1st screen Can someone advise please thanks Helen 1 Link to comment Share on other sites More sharing options...
Jim Posted July 19, 2023 Share Posted July 19, 2023 We have the same issue following the update Link to comment Share on other sites More sharing options...
Steve Giller Posted July 19, 2023 Share Posted July 19, 2023 @HGrigsby Can you raise a Support Incident and provide a Passcode and Request References that we can take a look at, please? Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 19, 2023 Share Posted July 19, 2023 Same for us - no SLA's being applied to new requests being raised today Link to comment Share on other sites More sharing options...
Jim Posted July 19, 2023 Share Posted July 19, 2023 I have raised an incident for this also IN00177984 Link to comment Share on other sites More sharing options...
Berto2002 Posted July 19, 2023 Share Posted July 19, 2023 Service Manager release went out this morning on our instance Link to comment Share on other sites More sharing options...
HGrigsby Posted July 19, 2023 Author Share Posted July 19, 2023 23 minutes ago, Steve Giller said: @HGrigsby Can you raise a Support Incident and provide a Passcode and Request References that we can take a look at, please? @Steve Giller Hornbill Incident IN00177976 Update - Timers not starting in some requests logged this morning - I have supplied a passcode and references on the way 1 Link to comment Share on other sites More sharing options...
Jim Posted July 19, 2023 Share Posted July 19, 2023 Looks like its just the self service ones from my brief look, is this the same for any of you? Link to comment Share on other sites More sharing options...
samwoo Posted July 19, 2023 Share Posted July 19, 2023 +1 we are having this issue too where the SLA's are not being applied at the start, but further on in the process they are suddenly assigned (though I cannot figure out at what point). We are also having issues with Human Tasks prior to the SLA being automatically assigned... we use the Get Request Details to grab the Team (for Tasks) and when using this in the Human Task, it errors saying the Team doesn't exist, even though it does! We had to manually update about at least 10 ticket BPM instances this morning (I've been on a course so there may be more now) by manually setting the team in the Human Task instead of relying on the variable. Not sure if my second issue is related to the SLA issue or not though, but it appears to coincide. Link to comment Share on other sites More sharing options...
Steve Giller Posted July 19, 2023 Share Posted July 19, 2023 @HGrigsby For the Assessment: Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 19, 2023 Share Posted July 19, 2023 @Steve Giller Hi Steve not sure if this was highlighted but I have just noticed the auto closure on existing Resolved requests appears to have stopped as well. Just wanted to highlight this - none of our auto resolve 5 day processes have kicked in since just after 8am today. Screen grab below shows requests that would normally move to Closed once the 5 day timer kicks in. I have checked the list up until now, and it looks like none of the requests moved to Closed since 8am today many thanks Link to comment Share on other sites More sharing options...
Marius Posted July 19, 2023 Share Posted July 19, 2023 @Steve Giller The SLA's not being applied to new requests and the auto closure not working for existing request is affecting us as well following the update. Link to comment Share on other sites More sharing options...
Estie Posted July 19, 2023 Share Posted July 19, 2023 We are also affected by the auto closure not working for which I have raised a support incident. I believe we are also affected by the SLAs not being applied to new requests - seems to be Self Service requests, and I am getting reports of users unable to approve tasks. I have not yet raised an incident for these. 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 19, 2023 Share Posted July 19, 2023 HI Estie, just out of interest are you seeing issues with existing authorisation requests, or just any new reqeusts raised today? We have a large number of existing requests that use the authorisation process, and I am now having a mild panic I also checked the source of requests raised and I can see some raised as Self Service and Analyst today that have triggered the SLAs albeit just a handful. The large majority of self service requests are missing SLA's apart from these few. Many thanks ! Link to comment Share on other sites More sharing options...
Estie Posted July 19, 2023 Share Posted July 19, 2023 Hi @Adrian Simpkins - I believe one is an existing authorisation request (!), the other was logged today. I am speaking with the customer after 2.30pm so should know more then. Hopefully the panic will remain mild! 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 19, 2023 Share Posted July 19, 2023 oooh gawd, now I am panicking ! If you don't mind if you can post any kind of update please. On the plus side none of my Users have highlighted any issues with authorisations as yet (fingers crossed). many thanks! Link to comment Share on other sites More sharing options...
Adam Toms Posted July 20, 2023 Share Posted July 20, 2023 Hi, I was out yesterday, but have done some investigation this morning. All employee portal customer raised requests that were raised yesterday do not have the resolve timers running. I'm only seeing this on self service requests at the moment. We too also have an issue with authorisations, as I've had reports that managers cannot authorise tickets. We also have the charts issue so that people are unable to view the dashboards from the request list. I will be raising a support ticket with Hornbill for this, but it does seem that a few of us are experiencing very similar things. Many Thanks Adam Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 20, 2023 Share Posted July 20, 2023 Morning - looks like most timers are now applying to new requests this morning, but the requests are still not auto moving to closed after the 5 day cooldown period - thanks Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 20, 2023 Share Posted July 20, 2023 Just a quick update looks like requests are moving to auto closure and I have checked the requests without a timer raised today, and these are correct so all looking good Link to comment Share on other sites More sharing options...
HGrigsby Posted July 20, 2023 Author Share Posted July 20, 2023 Unfortunately we are still having tickets logged without timers being set this morning. Assessments appear to be working correctly now though. Link to comment Share on other sites More sharing options...
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