Jeremy Posted July 19, 2023 Share Posted July 19, 2023 When trying to take some of our requests off hold we are getting this error: FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateStatus): nodeName: API Call - systemSmUpdateStatus; nodeId: 15ccd0bd-6cc4-4151-94f1-95008f16b270; At 310/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemSmUpdateStatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemSmUpdateStatus): nodeName: Invoke Flowcode: Take Request Off Hold; nodeId: 423f928a-1112-48b2-be44-4d9525ea4edb; At 399/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::takeRequestOffHold] /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js(11707): error X1001: Uncaught EspMethodCall::invoke: Operation[time::timerResume] TimerResume failed. Timer [811846] is not in paused state" throw(e); _fc_node_exec_423f928a_1112_48b2_be44_4d9525ea4edb" throw(e); _fc_node_exec_15ccd0bd_6cc4_4151_94f1_95008f16b270 Please help! 1 Link to comment Share on other sites More sharing options...
AmyW Posted July 19, 2023 Share Posted July 19, 2023 +1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 19, 2023 Share Posted July 19, 2023 I tested taking a request off hold and had no error occur, but will keep an eye out for any examples reported to me Link to comment Share on other sites More sharing options...
AmyW Posted July 19, 2023 Share Posted July 19, 2023 We have requests that were due to open today between 6am and now and they haven't opened as planned, when you try to open these manually, you get an error message so cannot even do this manually. It seems to be only since the update today Link to comment Share on other sites More sharing options...
AlexOnTheHill Posted July 19, 2023 Share Posted July 19, 2023 I have checked and confirmed this problem currently affects at least 9 calls which should have come off hold between 7:58am and 3pm today Link to comment Share on other sites More sharing options...
JayFlint Posted July 19, 2023 Share Posted July 19, 2023 Same issue for us with calls that have been logged today. The on hold time has elapsed the real world time, without the calls coming off of hold automatically. NB: This is preventing us from sending emails to customers, as the only option is to update a call all other options on the ticket are greyed out. Link to comment Share on other sites More sharing options...
Hayley Gladden Posted July 19, 2023 Share Posted July 19, 2023 We are experiencing the same issue. Requests that have manually been put on hold can be taken off of hold and vice versa, but anything that has a node included to put on hold for a period of time, is not coming off of hold and you cannot manually take it off hold. Link to comment Share on other sites More sharing options...
HGrigsby Posted July 19, 2023 Share Posted July 19, 2023 + 1 for us as well on this issue. Have reports of tickets not coming off hold as they should. Same error as Jeremy reports above Link to comment Share on other sites More sharing options...
Llyr Posted July 19, 2023 Share Posted July 19, 2023 +1 I have had calls reported to myself as well, where they cant change the sub status to being off hold. Same error as above in this thread. Here is an example of the error: Link to comment Share on other sites More sharing options...
CraigP Posted July 19, 2023 Share Posted July 19, 2023 I was confused by a request that failed on an Update Request node (updating status to resolved) earlier with the same error. However, that is the only failed request I've seen today Link to comment Share on other sites More sharing options...
Steve Giller Posted July 19, 2023 Share Posted July 19, 2023 Development are aware of this issue and are working towards a fix. 1 1 Link to comment Share on other sites More sharing options...
Berto2002 Posted July 20, 2023 Share Posted July 20, 2023 We also have this issue it seems. About 60 tickets did not come off hold yesterday so we're manually releasing. No errors yet though. Link to comment Share on other sites More sharing options...
AmyW Posted July 20, 2023 Share Posted July 20, 2023 It seems that any that were stuck yesterday can now be manually taken off hold and those that should open today have so far opened on time 1 Link to comment Share on other sites More sharing options...
Steve Giller Posted July 20, 2023 Share Posted July 20, 2023 This issue was fixed with a patch and there should be no further issues with Requests coming off hold. 1 1 Link to comment Share on other sites More sharing options...
AmyW Posted July 20, 2023 Share Posted July 20, 2023 Do previously stuck on holds have to be actioned manually or can something be done to go back and refresh the step? Link to comment Share on other sites More sharing options...
AlexOnTheHill Posted July 20, 2023 Share Posted July 20, 2023 I would add that while I am able to manually take calls off hold the affected requests did not come off hold automatically. Link to comment Share on other sites More sharing options...
Llyr Posted July 20, 2023 Share Posted July 20, 2023 Have tested and the issue is now gone, thanks for the quick turnaround on the issue. Link to comment Share on other sites More sharing options...
Steve Giller Posted July 20, 2023 Share Posted July 20, 2023 3 hours ago, AmyW said: Do previously stuck on holds have to be actioned manually or can something be done to go back and refresh the step? Without seeing the individual Requests this would be tricky to answer. If the Request should have been taken off hold by the BPM and the BPM is currently failed, then restarting the BPM should progress the Request. Other Requests may require manual interaction. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 21, 2023 Share Posted July 21, 2023 Just as an update, I had around 200 requests stuck on hold after checking, but have worked through all these, and taken off hold / advised team or owner - i did not see any errors when working these. Many thanks Link to comment Share on other sites More sharing options...
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