Victor

@AndyColeman @nasimg @Simulr the data service which all your instances are using did have some issues around 11:45 today and briefly afterwards. Our development and cloud teams are currently investigating the root cause for this. The services should be back up and running however until we establish the exact cause for this and implement some measures to avoid this you might experience brief downtimes (1-5 min).

@AndyColeman the error is sorted now, let us know if you still affected by this.

@AndyColeman we're aware of the issue and currently investigating

Yes... These are: a "No" answer to "additional external media" form; an inexistent answer to "additional external media" form because the form was skipped during ProCap. EDIT: sorry, I did not notice you replied already...

Correct. Correct, with an addition: no changes to a BP applies retroactively to a BP which is already attached to a request. Correct. (I think... a while back it used to do just that, restart the whole thing... nowadays it re-tries the failed step only) @DeadMeatGF @Paul Morrow as suggested, the "Restart BP" action works only in specific scenarios: the BP restarts if the error occurs due to an issue outside the BP itself. I'll give you an example that make this statement a bit more clear: Let's say you have an "Email" node with a mailbox or email address and it fails at this node because the mailbox or the email address are incorrect. You can go and change the mailbox details or email address to match the ones configured in the BP then you can restart the BP successfully. This because you change something to make it work that was outside the BP. Now in counterpart to give you an example where it won't work. Let' say you have a BP with a decision node with two branches, one if outcome is A and second if outcome is B. For some reason when teh decision is reached and evaluates the theoretical outcome is actually C. In this case the BP will throw an error as it does not have a valid branch to go through... You won't be able to restart this step because the change you would need to make is actually in the BP itself (adding an additional branch for outcome C). Hope this makes sense

@DougA we're sad to see you go... farewell and good luck on all your future endeavours!

@Stuart Torres-Catmur in a week, max two as far as I am aware... SM updates usually happen every other week unless there is a major functionality being introduced by an update... I don't think there is any in the next one so it should follow the regular pattern... Key words above are "usually" and "should"

@SJEaton you might not have to... If it works with a "No Match" branch instead of "No" then you don't need to rearrange the decision flow... Basically you need the BP to do the "internal only" evaluation IF there is "No" additional external media... (apologies if I make you process sound trivial ). I am saying this because if you do have additional external media, it follows a completely separate branch... Therefore what we/you are really interested is if we have a "Yes" answer to additional external media... if we don't have a "Yes" the we go and evaluate if internal only and further on this path... If we don't have a "Yes" this basically equates to a "No" answer or... no answer at all , in case the form was not completed during ProCap (i.e skipped). A "No Match" branch would cater for both scenarios... I haven't thoroughly tested any of these options, this is just thinking on how we can do this, if the above assumptions is not correct another alternative woudl be to simply add a third branch, a "No Match" branch just for the scenario where you don't have an answer at all... the "No Match" branch will follow the same path as a "No" answer.....

@Stuart Torres-Catmur thanks, just wanted to see if the behavior is the same as the one we identified recently. It is a defect, which has been fixed. The fix will be available in the next Service Manager app update.

@SJEaton is because the BP configuration in the particular scenario followed by this request during ProCap... I can try and explain this here but if it does not make much sense I am happy to go over this in a remote session... What I think it happens is that before "Internal Only?" decision (which is not where I think the error occurs), you have an "Additional External Media?" decision based on answers given in "External Advert" form in ProCap. However, because in your ProCap you selected internal only in the "Advert" form, the "External Advert" form was never completed... so the decision does not actually have an answer to evaluate... We can try/test this hypothesis if you change the "No" branch of "Additional External Media?" decision node into a "No Match". Then run another test request with same answers in ProCap.

@Stuart Torres-Catmur do you have two examples, one where the issue occurs and one where it does not? (I had a look at IN*744, this one seem to be working fine...)

@SJEaton I also need a request reference where the error occurred...

@SJEaton is it a Progressive Capture or BP? I assume is the BP... can you tell me on which request you getting this error, I need to have a look a the BP configuration for it. Usually this error is caused by a decision node which does not cater for all possible outcomes. When the BP decision has an outcome that does not meet any branch criteria, you get this message...

@Sonali is a bit difficult/complex to explain in writing. Perhaps if I create a test widget in your instance which we can discuss it after?

@Sonali have a look on the thread below... Is that what you are looking for?

@SJEaton indeed, you are correct, my apologies... I am, not sure why I did not pick this in my tests, for some reason I was convinced it works if you specify a data provider ... So, for the time being if you try and "Save And Activate" and see this error, just do a simple "Save" and activate from the progressive capture list On/Off button. The issue will be fixed in the next Admin tool update.

@SJEaton what I mean is the data provider is not actually selected... You can create such a custom field (dynamic) without actually selecting a data provider... which is incorrect. This parameter should be mandatory to avoid the error message you get when you try to "Save And Activate". On the example you sent, are you getting the error even if you have "Directorates" selected as data provider? Also, this has been fixed by developers and it will be available in the next Admin tool update.

@SJEaton only happens when you have custom forms with checkboxes or selectors populating values from dynamic lists....

@Ralf Peters upon further investigation into this, we found the reason why the BP fails in your scenario. Basic uses that would trigger such actions in their context need an additional role "Hornbill Authorised Guest". If you add this role to all basic users, the issue should be permanently fixed...

@TrishaRush if your organisation would also like the additional contacts added, as mentioned in the PM, please let us know.

@samwoo we'll have a look ... if this is an urgent issue as you suggested, since your organisation is subscribed to Premier Success plan, you can also raise an incident with our support team via our support request form (https://www.hornbill.com/support/?request/). As you can imagine, incidents raised with support team gets in our attention much quicker than a forum post...

@lee mcdermott yes, we will send you more info on this in the request we logged.

@lee mcdermott right, I think I found why the info is missing from emails... and I think there is an(other) underlying issue that I need to investigate in more depth ...by this I mean Hornbill defect ... It also means I need to log a request with our support team ... can I do this on your behalf or you prefer to use the support form?

@TrishaRush I have sent you a PM. Not sure why Paul address did not work on the support request form... (I have tested it now and seems to be fine) ....

@lee mcdermott I have no words.... I completely forgot about this topic ... No excuse. I will look into this right now.