URGENT: Pending list and all queues seem to have been reset with the exception of about the last 24 hours.

Heather McCarthy's Avatar

Heather McCarthy

18 Oct, 2018 03:28 PM

Hi Tender Support, please keep me updated and/or provide a phone number that I can call to get real time updates on the current situation of all previously assigned/queued tickets being removed from those queues and our pending un-assigned tickets disappearing. It also appears that I cannot assign a discussion to myself and we do not know about the implications of this with regards to customers receiving or replying to existing or new ticket threads. For the time being, I've instructed my team to just use their direct email to correspond with customers. We really need this fixed ASAP today.

Standing by,
Heather

  1. Support Staff 1 Posted by brandi on 18 Oct, 2018 07:12 PM

    brandi's Avatar

    Hi Heather,

    We had an issue with one of our servers which has effected the Pending Discussions and other queues; however the data IS searchable and is not lost. We are working to restore all queues and will keep you informed as progress is made.

    We realize this is unacceptable and we sincerely apologize for this major inconvenience to your work day.

    Brandi

  2. 2 Posted by Heather McCarth... on 23 Oct, 2018 07:16 PM

    Heather McCarthy's Avatar

    Hi Brandi,

    Thanks for working quickly to restore all queues. There still looks to be some errors with the number of comments and total discussions for our support staff, and this missing info is a significant hinderance for a number of our daily/weekly/monthly/yearly operations. In the screenshots attached, it appears as though most of our Support Staff comments and assigned discussions are still not restored. In the screenshot for Bassem Allani, for example, I would expect to see the entirety of discussions that have been assigned to him for all time. Are you still working on this and planning to have it resolved?

    Cheers,
    Heather

  3. Support Staff 3 Posted by Courtenay on 24 Oct, 2018 11:13 PM

    Courtenay's Avatar

    Hi Heather, you are correct - turns out our auto-fixit script only looked at 'open' discussions and not closed ones, have rectified this and it will be repopulating as we speak.

  4. 4 Posted by Heather McCarth... on 26 Oct, 2018 05:28 PM

    Heather McCarthy's Avatar

    Thanks Courtenay!

    Cheers,
    Heather

  5. Heather McCarthy closed this discussion on 26 Oct, 2018 05:28 PM.

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