Raising a Request from email does not populate the Summary and Description

[Euan Coleman]

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 

 

[Alistair Young]

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!

[Paul Chambers]

+1 Summary and Description are not being populated by Subject/Main Body of email

[Paul Welby]

This is also an issue for us as well.

[Euan Coleman]

Yeah, unfortunately its the exact same issue's for us this morning Alistair

[Mark (ESC)]

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.

[StephC]

Same problem for us! Guessing this is related to an update?

[PeterL]

[davidrb84]

Same for us!

[Mark Priest]

yep same problem here. 

[chriscorcoran]

same

[Steve Giller]

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.

[LawesD]

+1

[Steve Giller]

A Patch has been pushed to resolve this issue.

If Requests raised after approximately 9:50 are still not populating please let us know.

[Euan Coleman]

Hi Steve,

 

It's only working for some people and everyone has completely restarted the browser, any ideas?

 

 

[davidrb84]

Similarly this doesn't seem to be working for us either.

 

[Paul Welby]

This was working again but has stopped working again.

The same user reported it.

[Euan Coleman]

Is there any update on this one? Still not working for us.

[Steve Giller]

@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.

[Euan Coleman]

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?

[Steve Giller]

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

 

[Euan Coleman]

Thank you! that's it working now