Issues posting comments and changing statuses

[Mike Hillman]

We've noticed some issues this morning with both posting comments onto requests and also changing request statuses - we don't seem to be able to do either, Hornbill just sits there

Just wondering if anyone else is having similar issues? We have had some internal firewall/connection issues in the past which have caused issues with Hornbill, I'm trying to narrow down if this might be a Hornbill issue or an internal connectivity issue, especially bearing in mind the update which has just been applied

[Keith Stevenson]

@Mike Hillman
Thanks for the post. We cant see anything unexpected in the logs and everything appears normal. Can you confirm if the comment appears after a refresh of the browser?  If that still doesnt post as expected can you create a HIR file and send this via direct message. 

Kind Regards

Hornbill Cloud Team


 

Generate a HAR file in Chrome

1. Close all incognito tabs and windows in Chrome.
2. Open a new incognito window.
3. Click the more actions menu (...) to the right of the toolbar and select More toolsDeveloper Tools.
4. Select the Network tab.
5. Ensure that Chrome is recording. A red button indicates that a recording is already in progress. Otherwise, click Record network log.
6. Select Preserve Log.
7. Clear any existing logs by clicking Clear network log ().
8. Go to the page where the issue occurred and reproduce the issue.
9. Click Export HAR (the down arrow icon) to export the file as HAR.
10. Save the HAR file.

Generate a HAR file in Firefox

1. Close all private tabs and windows in Firefox.
2. Open a new private window.
3. Go to the page to be recorded.
4. Click the application menu () and then More toolsWeb Developer Tools.
5. In the developer tools docked tab select Network.
6. Go to the page where the issue occurred and reproduce the issue. The page automatically starts recording as you navigate.
7. When you're finished, click Pause/Resume recording network log.
8. Right-click anywhere in the File column and select Save All as HAR.
9. Save the HAR file.

Generate a HAR file in Safari

1. If the Develop menu doesn't appear in the menu bar, go to SafariSettings.
2. Click Advanced.
3. Select Show Develop menu in menu bar.
4. Close all private tabs and windows in Safari.
5. Open a new private window.
6. From the Develop menu select Show Web Inspector.
7. Click the Network tab.
8. Go to the page where the issue occurred and reproduce the issue.
9. When you're finished, click Export.
10. Save the file.

Generate a HAR file in Edge

1. Open Edge.
2. Close all InPrivate windows.
3. Press Ctrl + Shift + N to open a new InPrivate window.
4. Click the Settings and more menu (...) to the right of the toolbar and select More toolsDeveloper tools.
5. Click Network.
6. Ensure that Edge is recording. A red button indicates that a recording is already in progress. Otherwise, click Record network log.
7. Visit the page and complete the steps that trigger the issue.
8. When you're finished, click Stop recording network log.
9. Click Export HAR (the down arrow icon) or press Ctrl + S to export the file as HAR.
10. Save the HAR file.

[Mike Hillman]

Thanks for this - no, it doesn't appear when the browser is refreshed - I've captured a HAR file attempting to change a status, but it's 21Mb so over the file size limit for Direct Message

I am leaning towards this being an issue our end somewhere, but it's behaviour we've not seen before

[Keith Stevenson]

@Mike Hillman
Thanks for the post. We have had 1 other customer report something similar when trying to set Sub Statuses . We are investigating. 

Kind Regards


Hornbill Cloud Team 

[Steve Giller]

I'm not aware of any issues with Request Comments, however our tests suggest that a substatus with the following criteria:

• It is a service-level sub-status
• It's parent Status is On Hold
• It has neither the "Reason Required" nor "Pause Until Date/Time" settings selected

may fail to apply.

While we work on confirming this, a workaround would be to set the Reason and/or the Date/Time settings to On.

[Mike Hillman]

thanks - I've just tested the comments myself and they seem to be working, so that might have been a connection dropout on our side

Thanks for the update ref the statuses, that does match with what we're seeing

[Steve Giller]

A Patch is being deployed to resolve this issue, this should take effect in the next 30 minutes.

UPDATE: The patch has been deployed, this issue should now be resolved.

[Mike Hillman]

Many thanks, seems to be working for us again now, thanks for your assistance