colind Posted June 9, 2016 Share Posted June 9, 2016 Hi We are new to Service Manager, having only gone live on Monday Today when we attempt to Log Incidents, Service Requests or Change Requests the following error message appears Any advice greatly received Many Thanks Link to comment Share on other sites More sharing options...
David Hall Posted June 9, 2016 Share Posted June 9, 2016 Hi colind, I'm not sure if there has been a problem with the image upload but I cannot see the details of the error you mention on the post. If you can post it up again I'll take a look. Regards, Dave. 1 Link to comment Share on other sites More sharing options...
colind Posted June 9, 2016 Author Share Posted June 9, 2016 Hi Dave Error - Failed to Log request In a Red Box with an exclamation mark !!! Cheers Link to comment Share on other sites More sharing options...
David Hall Posted June 9, 2016 Share Posted June 9, 2016 Thanks for the details, this is a more general error that covers a number of possible errors during the logging process. The exact details of the error should be shown within the server log files. If you are a Hornbill Administrator, you can log into the administration application as detailed here https://wiki.hornbill.com/index.php/Administration Follow the navigation to "System -> Monitor -> Log Files" , click on EspServerService.log and then tick the "Error" option it should highlight any errors as you log a request. If you get errors during the logging of a request then please attach them and I'll investigate for you. If you have any questions/problems let me know. Regards, Dave. Link to comment Share on other sites More sharing options...
David Hall Posted June 9, 2016 Share Posted June 9, 2016 Just to follow up we have managed to get details of the error from your log files from our cloud team and we are investigating for you now. Regards, Dave. Link to comment Share on other sites More sharing options...
colind Posted June 9, 2016 Author Share Posted June 9, 2016 Thanks Dave Link to comment Share on other sites More sharing options...
Victor Posted June 9, 2016 Share Posted June 9, 2016 Colin, when did you upgrade Service Manager to latest release? Link to comment Share on other sites More sharing options...
colind Posted June 9, 2016 Author Share Posted June 9, 2016 Hi This could be the problem The System Administrator left his role yesterday. We are on Version 2.26.8 - 753. But cannot be certain when the last upgrade took place. Thanks Link to comment Share on other sites More sharing options...
David Hall Posted June 10, 2016 Share Posted June 10, 2016 Hi Colin, We have identified an issue with the most recent upgrade that seems to have been causing your issue, we are running this through our internal QA systems now and we will push an update out to you as soon as possible. Regards, Dave. Link to comment Share on other sites More sharing options...
colind Posted June 10, 2016 Author Share Posted June 10, 2016 Cheers Dave Thanks for your help Link to comment Share on other sites More sharing options...
Guest Paul Davis Posted June 10, 2016 Share Posted June 10, 2016 Hi Colin, I'm circling back on this to confirm that as Dave mentioned there was a problem resulting from the recent update to your instance and that this has now been resolved. Link to comment Share on other sites More sharing options...
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