Error when placing a ticket on hold

[Mosh]

Hi

I'm seeing a new error message when placing a ticket on hold.

Has anyone else seen this error message and know what the issue/fix is?

Thanks

[James Ainsworth]

Hi Mosh,

Thanks for your post.  I've done a quick test and so far I've not been able to replicate your issue.  I've not seen any other reports of this from our customers, but I'll keep an eye open.

We might need a bit more information to investigate further.  

1. Is this happening on all requests?
2. Does this happen for all users?
3. What type of request does this happen on?
4. How is the request put on hold?  Manually using the on-hold option.  Using a sub-status? Automatically as part of a workflow?

I also see that you have Premier Success.  If this issue persists, you may want to raise a request with Hornbill Support.

 

[Mosh]

Hi James

It's not happening on all requests but we've found that it's now happening more frequently. We've had three over the last few days.

It's not happening for all users but more than one user.

It currently seems to be only impacting incidents.

The error message will appear on impacted tickets whether it uses the on hold or using a sub-status option.

I've had a similar issue with a slightly different error message that we've logged with Hornbill Support so I'll raise this one separately. Just wanted to check whether others had been impacted/had a workaround.

Thanks