Global Status stopped working overnight

[JAquino]

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

[Martyn Houghton]

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

 

[Martyn Houghton]

@JAquino

We have the same as well.

 

[Daniel]

same here

thanks

Daniel

[danb]

thanks for this forum! i thought i was going mad this morning, also impacting ourselves....

[Adrian Simpkins]

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

[Martyn Houghton]

 

 

[Adrian Simpkins]

Thanks Martyn I missed your post

[Adrian Simpkins]

+1 for us too - I missed this post in my haste ! 

[Emily Patrick]

+1 for us too.  We haven't made any changes  ourselves, and it's taken all our custom on-hold reasons out too. 

[Chris Temple]

+1 for us too.

[Ben Maddams]

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.

 

 

[Steve Giller]

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)

[Ben Maddams]

 

Still missing the options on all our tickets....... This still needs looking into.

 

[AlexOnTheHill]

This has impacted us too, currently unable to see global sub-statuses

[Emily Patrick]

We're still showing the broken view, and unable to see any of our customisable on hold options still

 

[Martyn Houghton]

We are still experiencing the issue as well.

[Adrian Simpkins]

Hi Steve - still seeing no global statuses in our services, just the status created against the service are showing. 

thanks

[Emily Patrick]

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. 

[Deen]

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.

[Emily Patrick]

We appear to be back to normal, but continuing to monitor for a little longer

 

[Steve Giller]

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.

[Adrian Simpkins]

Hi Steve all looking good here - thank you for the prompt action as always

 

[AlexOnTheHill]

Looking good here also. Thank you for the quick turnaround.

[Martyn Houghton]

Thanks, we are back working again now.