flanderp Posted February 2, 2017 Share Posted February 2, 2017 Updated by ellisb On 2017-02-02 10:58:23 Release Date: 2017-01-26 14:25:53 (Build: 914) We are no longer able to log new calls , logged out and back in still unable to log new calls. Link to comment Share on other sites More sharing options...
Victor Posted February 2, 2017 Share Posted February 2, 2017 @flanderp can you please disable these notifications (set all to "none") temporarily. This should resolve the issue with logging incidents while we investigate further. Downside is that you won't have notification sent out to analysts for now... Link to comment Share on other sites More sharing options...
flanderp Posted February 2, 2017 Author Share Posted February 2, 2017 Done, Now logging calls thanks Link to comment Share on other sites More sharing options...
Victor Posted February 2, 2017 Share Posted February 2, 2017 @flanderp we fixed the problem in your instance so you can re-enable the notifications. This was actually caused by an underlying (dormant) platform issue and it was an unfortunate coincidence that it surfaced after you updated the Service Manager app. The platform issue has also been fixed in teh next platform update which is scheduled to be deployed in live instances tonight. Apologies for all the inconveniences caused. Link to comment Share on other sites More sharing options...
flanderp Posted February 3, 2017 Author Share Posted February 3, 2017 Hi, Unsure if this is related but we now recieve errors when closing , opening, accepting calls, we are also recieving complaints that emails are being stuck in the outbox. Unsure if the platform update you suggested went ahead Thanks Paul Link to comment Share on other sites More sharing options...
Victor Posted February 3, 2017 Share Posted February 3, 2017 @flanderp the platform was updated last night: We do not see any error in the logs when analysts perform an action on requests, all the actions show as successful... The only errors we see relate to escalation events trying to use an undefined (non-existent) email template. Do you have any examples, screenshot with the error when analysts action on requests (open, close, accept)? The email are stuck in the outbox because your SMTP connector is not working: Link to comment Share on other sites More sharing options...
flanderp Posted February 8, 2017 Author Share Posted February 8, 2017 Thanks , i have solved the email issue. Our smart host authenticates by IP (Allowed Senders) somehow an admin username and password made it into the smtp smarthost username and password fields ? Mail is flowing now thanks Link to comment Share on other sites More sharing options...
Victor Posted February 8, 2017 Share Posted February 8, 2017 @flanderp sorry, I am not following you ... was the Hornbill mail routing configured in a certain way and somehow this changed at some point? (just want to see if I understand this right..) Link to comment Share on other sites More sharing options...
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