Euan Coleman Posted September 21, 2023 Share Posted September 21, 2023 Morning, We have an issue this morning when raising a request from our shared inbox no data is moving over to the log and is having to be copied manually prior to adding. Can you please advise how soon this will be fixed as this is a massive inconvenience! Euan 2 Link to comment Share on other sites More sharing options...
Alistair Young Posted September 21, 2023 Share Posted September 21, 2023 Beat me to it! - we've got the same thing this morning. Raising a ticket from email doesn't pull information in. We usually have the mail subject line and body populating the summary and description form. Ta! 1 Link to comment Share on other sites More sharing options...
Paul Chambers Posted September 21, 2023 Share Posted September 21, 2023 +1 Summary and Description are not being populated by Subject/Main Body of email Link to comment Share on other sites More sharing options...
Paul Welby Posted September 21, 2023 Share Posted September 21, 2023 This is also an issue for us as well. Link to comment Share on other sites More sharing options...
Euan Coleman Posted September 21, 2023 Author Share Posted September 21, 2023 Yeah, unfortunately its the exact same issue's for us this morning Alistair Link to comment Share on other sites More sharing options...
Mark (ESC) Posted September 21, 2023 Share Posted September 21, 2023 As of this morning when we create a call from an email the following step is now blank, i.e. details not picked up from the email. Create New Request - Defining Request details for a request - Blank I have made no changes to my capture process. Link to comment Share on other sites More sharing options...
StephC Posted September 21, 2023 Share Posted September 21, 2023 Same problem for us! Guessing this is related to an update? 2 Link to comment Share on other sites More sharing options...
PeterL Posted September 21, 2023 Share Posted September 21, 2023 4 1 Link to comment Share on other sites More sharing options...
davidrb84 Posted September 21, 2023 Share Posted September 21, 2023 Same for us! Link to comment Share on other sites More sharing options...
Mark Priest Posted September 21, 2023 Share Posted September 21, 2023 yep same problem here. Link to comment Share on other sites More sharing options...
chriscorcoran Posted September 21, 2023 Share Posted September 21, 2023 same Link to comment Share on other sites More sharing options...
Steve Giller Posted September 21, 2023 Share Posted September 21, 2023 I've merged the two topics on this. This is being addressed by our Service Manager team as their highest priority and we will update you as soon as we have a fix ready to go. 2 Link to comment Share on other sites More sharing options...
LawesD Posted September 21, 2023 Share Posted September 21, 2023 +1 Link to comment Share on other sites More sharing options...
Steve Giller Posted September 21, 2023 Share Posted September 21, 2023 A Patch has been pushed to resolve this issue. If Requests raised after approximately 9:50 are still not populating please let us know. 1 Link to comment Share on other sites More sharing options...
Euan Coleman Posted September 21, 2023 Author Share Posted September 21, 2023 Hi Steve, It's only working for some people and everyone has completely restarted the browser, any ideas? Link to comment Share on other sites More sharing options...
davidrb84 Posted September 21, 2023 Share Posted September 21, 2023 Similarly this doesn't seem to be working for us either. Link to comment Share on other sites More sharing options...
Paul Welby Posted September 21, 2023 Share Posted September 21, 2023 This was working again but has stopped working again. The same user reported it. Link to comment Share on other sites More sharing options...
Euan Coleman Posted September 21, 2023 Author Share Posted September 21, 2023 Is there any update on this one? Still not working for us. Link to comment Share on other sites More sharing options...
Steve Giller Posted September 21, 2023 Share Posted September 21, 2023 @Euan Coleman All the reports we have indicate that the patch was successful, are the issues on Requests raised after 10am? Unfortunately those raised during the issue will not automatically have the details populated. Link to comment Share on other sites More sharing options...
Euan Coleman Posted September 21, 2023 Author Share Posted September 21, 2023 I have just checked and these are fresh requests that have just come in that still wont work? I have also tried closing the browser etc but this still hasn't changed. Not sure if anyone else is still experiencing this? 1 Link to comment Share on other sites More sharing options...
Steve Giller Posted September 21, 2023 Share Posted September 21, 2023 It may be worth doing a hard refresh on affected User's browsers. To achieve this, (in Chrome or Edge) Press the F12 key to open the developer console Right-click on the Reload button Select Empty cache and hard refresh/reload 2 Link to comment Share on other sites More sharing options...
Euan Coleman Posted September 21, 2023 Author Share Posted September 21, 2023 Thank you! that's it working now Link to comment Share on other sites More sharing options...
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