Graham1989 Posted August 3, 2016 Share Posted August 3, 2016 Hi, Overnight our Resolution categories appear to have disappeared. If I into any of our services and go into Request Configuration the request category level shows as normal but the resolution category level shows the following message: There are no categories currently available for selection. These were working yesterday afternoon and no updates have been installed since then. The categories still show in the Admin system under System>Data>Profiles along with the request categories, but do not seem to be picked up by the live system. Any ideas on how this can be fixed? Thanks Graham Link to comment Share on other sites More sharing options...
Guest Chaz Posted August 3, 2016 Share Posted August 3, 2016 @Graham1989 Is this happening for all Services and request types or just some? In this example, AppleTV is the last in the structure so there's nothing to select below it which is one reason you would see this message. Could this be the case? Link to comment Share on other sites More sharing options...
Guest Chaz Posted August 3, 2016 Share Posted August 3, 2016 Also, could I ask if this during Progressive Capture or when trying to update a request? Link to comment Share on other sites More sharing options...
Graham1989 Posted August 3, 2016 Author Share Posted August 3, 2016 Hi, This is happening for all services and means that we cannot assign a closure category when resolving the call. Ive attached a screen shot of the request configuration screen. Link to comment Share on other sites More sharing options...
Victor Posted August 3, 2016 Share Posted August 3, 2016 @Graham1989 if you have a category level configured on service, for that request type, then you will experience this issue. This is something we recently found and was also reported by our customers ( @gwynne FYI). This is currently being investigated. As a temporary workaround I would advise to remove the category level definition in service configuration. No the most elegant solution as it will require analysts to go thorough the entire category tree to select the correct category but I hope it won't be too much of an inconvenient until we have a permanent fix. EDIT: just saw your reply now, this might be something different (for resolution category) . Above advise still applies fro "Request Category" where I can see you have "Incident" configured. I'll have a quick look to see about the resolution and get back to you shortly. Link to comment Share on other sites More sharing options...
Graham1989 Posted August 3, 2016 Author Share Posted August 3, 2016 Hi Victor, Sorry but I do not follow what you mean in your post. Not sure why this issue would appear overnight when it has been working perfectly fine for the last 2 months. Link to comment Share on other sites More sharing options...
Victor Posted August 3, 2016 Share Posted August 3, 2016 Something that surfaced after 2.29... is related to the way the category is saved on request, whereby it will not retain all the structure... Is currently being fixed by dev. Had a quick look on you service configuration and it appears I can't see the same message displayed for resolution categories. Have you changed this? Link to comment Share on other sites More sharing options...
Graham1989 Posted August 3, 2016 Author Share Posted August 3, 2016 Hi, Ive not changed anything but it does seem to have reappeared, however I am currently the only user that can assign a closure category to a call. Link to comment Share on other sites More sharing options...
Victor Posted August 3, 2016 Share Posted August 3, 2016 @Graham1989 we will log an incident for you and have a look at this behavior. The workaround I was referring to is remove "request category" and "resolution category" configuration for the services. Temporarily. Then you (your analysts) should be able to select the categories but you will see the whole tree structure (i.e. Incident and Change categories) but at least you will be able to select one for the moment... Link to comment Share on other sites More sharing options...
Graham1989 Posted August 3, 2016 Author Share Posted August 3, 2016 Thanks for you help with this. Hopefully we get a resolution soon. Link to comment Share on other sites More sharing options...
gwynne Posted August 3, 2016 Share Posted August 3, 2016 Done this issue still with us any updates? Link to comment Share on other sites More sharing options...
Victor Posted August 4, 2016 Share Posted August 4, 2016 Currently being fixed... We have incidents logged for this issue so we will send you an update as soon as we have more information. Link to comment Share on other sites More sharing options...
nasimg Posted August 4, 2016 Share Posted August 4, 2016 Thanks for the update Victor - we patched to 2.29 and can't use our resolution profiles. We see the following - "There are no categories currently available for selection" Link to comment Share on other sites More sharing options...
Victor Posted August 4, 2016 Share Posted August 4, 2016 @nasimg I'll make a not that you experience this as well. Link to comment Share on other sites More sharing options...
nasimg Posted August 9, 2016 Share Posted August 9, 2016 Has there been any progress on this - we use the resolution profile for our reports. We have lost a few days worth of calls - hopefully not too many more. Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 9, 2016 Share Posted August 9, 2016 I've just check the status of the requests that were raised for this issue and they are in a resolved state. We should see this in the live environment shortly. I'll try and pinpoint when this will be. Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 9, 2016 Share Posted August 9, 2016 3 hours ago, nasimg said: Has there been any progress on this - we use the resolution profile for our reports. We have lost a few days worth of calls - hopefully not too many more. Looking again, it looks like the update has already been made available in the Service Manager build 2.29.6. Nasim, can you confirm once the update has been applied that this is now working for you. Many thanks, James Link to comment Share on other sites More sharing options...
gwynne Posted August 10, 2016 Share Posted August 10, 2016 Still not working for me, all agents experiencing lost of category lists, cant expand the lists or update categories in calls Link to comment Share on other sites More sharing options...
gwynne Posted August 10, 2016 Share Posted August 10, 2016 Juts a note this is not always apparent the issue seems to randomly appear Link to comment Share on other sites More sharing options...
Graham1989 Posted August 11, 2016 Author Share Posted August 11, 2016 Hi, Just as a quick update that issue still seems to occur sporadically. I have users reporting that they can resolve some calls with no issues and on others there are no categories available. Thanks Graham Link to comment Share on other sites More sharing options...
Graham1989 Posted August 11, 2016 Author Share Posted August 11, 2016 I have removed the request category and resolution category, as previously recommended, as a workaround and I am also now getting reports from users that when selecting the request category in the progressive capture stage that the categories do not appear at all. We have this set as a mandatory field which means that users are unable to raise calls, and in some cases have had to cancel and restart the process six times in order to be able to raise a call. Are there any other suggestions for workarounds or solutions available? Link to comment Share on other sites More sharing options...
Guest Posted August 11, 2016 Share Posted August 11, 2016 Hi guys Any update on when this issue will be resolved? Thanks Adam Link to comment Share on other sites More sharing options...
gwynne Posted August 11, 2016 Share Posted August 11, 2016 Please can we have some feedback on this I have already raised a ticket with support and it was a low priority based on the fact it is not effecting just our team can this be escalated Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 11, 2016 Share Posted August 11, 2016 There were a few different defects which were raised to cover slight variations of the problems that were happening with the Resolution Categories. Some were patched with 2.29.6 and some additional fixes have been applied to the build 2.30.x which we are looking to release tomorrow provided that our tests are successful. Regards, James Link to comment Share on other sites More sharing options...
gwynne Posted August 12, 2016 Share Posted August 12, 2016 Hi James Thanks for the responce Link to comment Share on other sites More sharing options...
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