Error message trying to take tickets off hold

[gingib]

We are intermittently experiencing problems with error messages when trying to take tickets off hold.  Affecting some tickets, not all, no pattern to why this is.  Error message is attached:-

Any suggestions?

error.docx

Edited November 8, 2016 by gingib
Update attachment

[Guest Ehsan]

Hi @gingib,

Thank you for your post and apologies for the inconvenience that this is incurring. 

Could you please post a screenshot of the error message that you are presented with?

Thanks,

Ehsan

[gingib]

Hi @Ehsan, just updated the ticket with the error message.

Thanks

[David Hall]

Hi @gingib,

This issue was identified last week and a fix was included in the 2.35.5 update of SM.  It looks like you are currently on release 2.35.4 so if you update your version of Service Manager it should resolve this issue.

Kind Regards,

Dave.

[gingib]

Thanks @David Hall

[ljbrown]

We're also experiencing this issue with a couple of our old call tickets, we're currently on a newer release than the one mentioned above but the issue still exists no matter which account tries to take the call off hold. Is there a way to forcibly resolve the call tickets as these are now complete?

Error message we're getting is attached for info.

Many thanks,

Lucy

Doc1.docx

[Victor]

@ljbrown this has been already raised with support desk by Colin and currently being fixed. We identified the issue occurring on SR00000227, do you have another reference where you noticed the issue?

[ljbrown]

Fantastic thanks Victor, yes we've also identified the same issue on SR00000218.

 

[Victor]

@ljbrown we have fixed this issue. I have sent you and Colin an email explaining the actions taken