Archana Posted August 16, 2023 Share Posted August 16, 2023 Noticed issue with some of the tickets which is coming off Hold before the 'Pause Until Date/Time' allocated. Link to comment Share on other sites More sharing options...
Berto2002 Posted August 17, 2023 Share Posted August 17, 2023 Yes, we are getting this too sometimes. We have logged Premier Support ticket for this. Did you also see "Max exec loop count set to 1000" repeatedly showing in the logs? We found it was coming off hold about 30-60 mins after going on hold and I suspect an internal loop in the system which takes about that amount of time to do 1000 iterations and then unholds the ticket. This is one of several issues I think HB are dealing with relating to on-hold and timers. We've also reported tickets not coming off hold when they reach their time which appears to be related to the start/mark response and resolution timers. 3 Link to comment Share on other sites More sharing options...
Steve Giller Posted August 17, 2023 Share Posted August 17, 2023 5 hours ago, Berto2002 said: Did you also see "Max exec loop count set to 1000" repeatedly showing in the logs? Everyone will see that in every BPM log, it has nothing to do with any error apart from the one that says the Workflow has exceeded the maximum number of loops. 1 Link to comment Share on other sites More sharing options...
TazelleGregory Posted August 21, 2023 Share Posted August 21, 2023 Hi @Berto2002 Did you receive any response from the support call you raised? Link to comment Share on other sites More sharing options...
Berto2002 Posted August 21, 2023 Share Posted August 21, 2023 This is currently under investigation by the developers. Initial hypothesis: if requests have been placed on hold more than once it might be using the times that have been set to come off-hold in the first on-hold action. 3 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 22, 2023 Share Posted August 22, 2023 I have a similar issue I was going to raise where a call was on hold until October but came off hold early as per below screen shot - I will follow this for an update / solution. Example below was on hold until 27/10/23 but this just came off hold on the 17th for no reason that I can see Many thanks Link to comment Share on other sites More sharing options...
Archana Posted August 30, 2023 Author Share Posted August 30, 2023 Hi, Any updates on this issue please? Link to comment Share on other sites More sharing options...
Berto2002 Posted September 4, 2023 Share Posted September 4, 2023 Our Premier Support ticket remains open with HB support. 2 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted September 12, 2023 Share Posted September 12, 2023 I have another example of a request coming off hold early if this is needed for anyone investigating this at Hornbill as below: Example below was on hold until 15/09/23 but this just came off hold on the 12th for no reason that I can see Many thanks Link to comment Share on other sites More sharing options...
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