Adrian Simpkins Posted April 9 Share Posted April 9 Hi All I have come across 2 requests that are still stuck on hold since the patch fix last week. The 1st one I just took as probably a hangover, but have come across another one stuck today. Anyone else seeing this still? Many thanks Adrian Link to comment Share on other sites More sharing options...
Berto2002 Posted April 9 Share Posted April 9 When you say stuck on hold, do you mean it has passed the date the analyst listed as the release date; and thus needed to be manually detected and released? We have had a support ticket open for the same for about 6 months and it's been improving bit by bit but we also saw two this week. SDesk have a filter to detect these and manually release daily if they occur. Did you notice if the two you had issues with had previously been resolved and reopened? Both of ours with this issue had so I reported it as a possible problem area on the ticket. 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 9 Author Share Posted April 9 hi Rob yes sorry should have come off hold at 1.53pm today - interestingly it is a reopened request. I thought there was a patch fix for this last week or the week before and I have seen a marked improvement in the number of requests getting stuck (as in only the two I have mentioned have got stuck since that patch). All other requests have come off hold correctly. Maybe the patch fix i saw was for another issue with on hold / off hold. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 9 Author Share Posted April 9 Got a 2nd one stuck now and this one is a reopened request as well Link to comment Share on other sites More sharing options...
Berto2002 Posted April 9 Share Posted April 9 @Adrian Simpkins may I cordially suggest you raise Premier Support ticket if you've not already as this kind of issue has gone on a long time and maybe needs more attention? 2 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 10 Author Share Posted April 10 Raised it through to them yesterday so hopefully they link them as its the same issue - thanks ! Link to comment Share on other sites More sharing options...
Peter Clough Posted May 17 Share Posted May 17 Just to note, we're still seeing these also. Re-opened call, put on hold yesterday, due to come off today, and didn't. Colleague noticed and dealt with it manually. Link to comment Share on other sites More sharing options...
Berto2002 Posted May 17 Share Posted May 17 Glad you said that we have too. We have Support ticket open for it. It's only affecting those that have previously been resolved and are re-opened. Link to comment Share on other sites More sharing options...
Peter Clough Posted May 17 Share Posted May 17 I've just looked at the exact specifics of the workflow. Is it possible that this is a result of marking the resolve timer, and then the job getting re-opened? Our workflow marks, not pauses, the resolve, then waits to see if it gets re-opened, but you can't then restart the resolve timer, so we have open jobs with their timer marked resolved. A test would be to tweak that to pause resolve, and add nodes to unpause and mark resolve at the appropriate other locations. May just be co-incidence, unsure if others can replicate this? Link to comment Share on other sites More sharing options...
Berto2002 Posted May 17 Share Posted May 17 Yes we could try that. However, my understanding is 1) the Resolve action already pauses the Resolve Timer so the Reopen would restart it and 2) this is not about the Resolve Timer, this is about the On-hold timer and surely they are not thesame? After this amount of time, though, I am rather hoping Hornbill can advise. This has been ongoing for 9 months or more. Link to comment Share on other sites More sharing options...
Peter Clough Posted May 17 Share Posted May 17 Mm, it shouldn't be connected, but it seemed like a weird possibility. As you say, don't think we'll get much further without Hornbill stepping in to verify. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 31 Author Share Posted July 31 Just to follow up on this post I am still seeing requests that have been reopened then placed on hold, still getting stuck on hold, and I have to manually take the reqeust off hold. I thought I saw this was patched and fixed? Anyone from Hornbill able to confirm please ? Many thanks Link to comment Share on other sites More sharing options...
Berto2002 Posted July 31 Share Posted July 31 We had one this week come off hold 20 mins after going on hold despite date/time being set for days later. We're monitoring and will raise another support case if we get more. We still have an Open Support Request for items not coming off hold, logged on 2024-01-17 16:16:14 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted July 31 Author Share Posted July 31 Thanks Rob I will raise a support ticket myself I think Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now