JAquino Posted October 31, 2023 Share Posted October 31, 2023 We have logged on this morning to find that our Global Statuses are being ignored and have been replaced with just the option to "Pause" No changes have been made at our end, so assume this is a problem with a recent update to Hornbill. Please advise as this is causing some frustration for our service team. Thanks Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 31, 2023 Share Posted October 31, 2023 There appears to be a bug in the display of Sub Statuses on the Request View screen and also they are no longer selectable from the by clicking on the current Sub Status. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 31, 2023 Share Posted October 31, 2023 @JAquino We have the same as well. Link to comment Share on other sites More sharing options...
Daniel Posted October 31, 2023 Share Posted October 31, 2023 same here thanks Daniel 1 Link to comment Share on other sites More sharing options...
danb Posted October 31, 2023 Share Posted October 31, 2023 thanks for this forum! i thought i was going mad this morning, also impacting ourselves.... 2 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 31, 2023 Share Posted October 31, 2023 Good morning, I have had a couple of users report this morning that the normal on hold / off hold values they see are not available / been removed. Has anyone else noticed this today? Unfortunately I am unsure what values were set against each service so reinstating these will be a task. Has something been implemented that would knock these values out please? Many thanks Adrian Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 31, 2023 Share Posted October 31, 2023 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 31, 2023 Share Posted October 31, 2023 Thanks Martyn I missed your post 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 31, 2023 Share Posted October 31, 2023 +1 for us too - I missed this post in my haste ! 1 Link to comment Share on other sites More sharing options...
Emily Patrick Posted October 31, 2023 Share Posted October 31, 2023 +1 for us too. We haven't made any changes ourselves, and it's taken all our custom on-hold reasons out too. Link to comment Share on other sites More sharing options...
Chris Temple Posted October 31, 2023 Share Posted October 31, 2023 +1 for us too. Link to comment Share on other sites More sharing options...
Ben Maddams Posted October 31, 2023 Share Posted October 31, 2023 Same here - We've also noticed the customer response is turned on (star feedback, etc) which we've never used. I've emailed support directly as this appears to be affected multiple instances. Link to comment Share on other sites More sharing options...
Steve Giller Posted October 31, 2023 Share Posted October 31, 2023 Service Manager have released a Patch and customers are reporting that this has resolved the issue for them. Please let us know if there are any ongoing issues. (I've merged the various threads on this issue) Link to comment Share on other sites More sharing options...
Ben Maddams Posted October 31, 2023 Share Posted October 31, 2023 Still missing the options on all our tickets....... This still needs looking into. Link to comment Share on other sites More sharing options...
AlexOnTheHill Posted October 31, 2023 Share Posted October 31, 2023 This has impacted us too, currently unable to see global sub-statuses Link to comment Share on other sites More sharing options...
Emily Patrick Posted October 31, 2023 Share Posted October 31, 2023 We're still showing the broken view, and unable to see any of our customisable on hold options still Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 31, 2023 Share Posted October 31, 2023 We are still experiencing the issue as well. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 31, 2023 Share Posted October 31, 2023 Hi Steve - still seeing no global statuses in our services, just the status created against the service are showing. thanks Link to comment Share on other sites More sharing options...
Emily Patrick Posted October 31, 2023 Share Posted October 31, 2023 Also, it seems that if you place a ticket on hold with a reason (which is now mandatory too) when a response comes in it doesn't take the ticket off hold automatically. Link to comment Share on other sites More sharing options...
Deen Posted October 31, 2023 Share Posted October 31, 2023 It appears the patch may not have completely resolved the issue. Our developers are still looking at this and another fix should be pushed out shortly. 2 Link to comment Share on other sites More sharing options...
Emily Patrick Posted October 31, 2023 Share Posted October 31, 2023 We appear to be back to normal, but continuing to monitor for a little longer Link to comment Share on other sites More sharing options...
Steve Giller Posted October 31, 2023 Share Posted October 31, 2023 This issue has now been patched, and our testing indicates that the fix was successful. Please let us know if there are any remaining issues, or (hopefully) confirm that this is resolved for you. 3 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted October 31, 2023 Share Posted October 31, 2023 Hi Steve all looking good here - thank you for the prompt action as always Link to comment Share on other sites More sharing options...
AlexOnTheHill Posted October 31, 2023 Share Posted October 31, 2023 Looking good here also. Thank you for the quick turnaround. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 31, 2023 Share Posted October 31, 2023 Thanks, we are back working again now. 1 Link to comment Share on other sites More sharing options...
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