lee mcdermott

Hi, We have just noticed under No team assigned 70 calls. It appears that all these calls are calls logged via the customer portal since last thursday 6th July. they are being logged but the BPM is not being applied properly. I am having to go into each call and manually set the category, priority and the team and then reload the bpm for it to start working. My understanding is the customer portal uses the same forms as the service portal which is working - so something is causing this to fail only for the customer portal side of things? i did raise an issue that day in fact as it appeared the system up date the night before had caused a few issues. It now appears it has caused more issues than we realised. Obviously this was all working before hand because 1 i had tested them prior to going live and 2 because there is nothing there prior to the 6th? Can anyone advise on what we are meant to do in these instances because this is not the first time things have stopped working after an update. I also now have to explain why we have 70 calls that have not been looked at since they were logged last week. thanks lee

@Ehsan thanks. I will check through, I think all is set correct but I will do a little bit of testing to confirm. thanks lee

@Ehsan all our services are set to be supported by all teams. So i thought this should work?

@Ehsan Yes I thought when she described what was happening I though how it was now should be how it should work - i.e. she assigned to a person in that team they became the owner of the activity. Which is what it is doing now. however the initial confusion was it was making her the owner of the activity even when she assigned the call to the person in the team. As per your 2 possibilities I had thought that but as you can see in the screen shots she was assigning to that person yet she became the owner. that is why I thought something had changed system wise that may have caused the bp to somehow change from whatever it was configured to to the variable ownerid? Experimental feature - Unfortunately this doesn't seem to work as it is already enabled. I added myself as a member of the team the call is assigned to and I still couldn't complete the activities? I'm not sure if I am missing something? As a work around to allow some of our first line staff to be able to process activities - I have created a new role and assigned them to that role and when the activity is created get it to be assigned to that role rather than the ownerID which then gives them permission to process it. This seems to work. lee

@Ehsan thanks, yeah I will update the system. I'm not sure if someone has answered this before, but these activities are now assigned to a particular user, is there any way someone else can process them? I have added myself to that team and still don't have permission to do this, if that person is off or unavailable I don't see anyway we can ever process it. I have nearly every role added but still don't seem to have permission to do it? (i don't have super user role as was advised not to have this role) thanks lee

Hi @Ehsan see screen shot - it is a human task - but I cannot ever remember it being configured like this for the assign to? Maybe it was but I don't think it was? This area does look different as if it has changed - thought it was maybe due to the changes in the BPM processing and publishing stuff? the process is basically waiting for an owner - so when assigned to someone it generated the human task to say if it has been approved or not?

@nasimg thanks nasimg that is useful to know.

Hi, i am just wondering if there have been any system changes overnight? something was working yesterday and today it no longer works as it was. Please see 2 screen shots below. Yesterday - Roseanne who is a member of 1st line team would process these calls - the call was automatically assigned to team "Mobile" - she assigned to user hornbillmobile which generated a task for approval. Yesterday when she did this the task was created and assigned to herself which meant she could actually process the task and complete it even though the call was assigned to a different team and user. As of today when she performs exactly the same steps the task is no longer assigned to her but to the user hornbillmobile in the mobile team - so she no longer has permission to the task so cannot process it. This also seems to be happening on other calls assigned to different teams? Any ideas if anything has changed as I have not made any amendments to the BP's or the Human tasks that are created? thanks lee we have an issue where

@Bob Dickinson thanks Bob, ah yes good spot I have just checked and I do indeed have a harry notification about this so i will watch the video now. my fault for not spotting this.

Hi, I have just noticed the way you save and activate BP's seems to have changed. One of our main BP's now seems to have changed itself to Draft? Can anyone clarify how this now works and if it is saying draft is it still working? (the BP does still seem to be getting applied and working on our calls? do i need to do anything so it doesnt say draft?

@James Ainsworth thanks James, I have set this up and seems to work fine. Luckily as they were contacts this works as required and is just what I was after.

@James Ainsworth Thanks James, that's useful infoand I will have a look through the connections for BPM. However in this instance for the user asking to be notified he is part of an external contact - so that would be ideal to be able to do this for external organisations. How would you do or enable this feature? thanks lee

Hi, Is it possible for users to be able to view all calls logged based on their organisational membership? I have been asked to email an individual every time a call is logged for their area. This is a very manual and time consuming task. So wondered if they could be setup so they can view all calls via the service portal for calls logged to their organisation thanks lee

Hi, @Ehsan @Tina.Lapere Iv'e noticed this issue also. will this be applied to all instances or just specific instances who have raised this issue?

@Victor i didn't realise that that entity viewer existed - that will prove most useful - especially when trying to do reports.

@Victor great thanks

@Victor is the a limit on the summary field as this seems to be a single line text rather than a multi line text field?

@Victor Ok thats great thanks. What I am now thinking I might do is remove these 2 fields from the form (as these are the only 2)that would ever contain more than 255 characters and add back into the prog capture the request details to capture summary and description. I assume the description field will hold more than 255 characters and should work if I include the description field on the email template?

@Victor so how come in the call the field has more than 255 characters in it? does it store it in one place as part of the call (with more than 255 characters)but then also populate the custom_ field with the same data but limited to 255 characters?

@Victor yes I will try that - thanks for the help. Can I just clarify for my understanding - the custom field in the Database can only hold 255 characters ? - or the email side of things when using a custom field can only contain 255 characters? as one of those changes for the description field has 302 characters or 359 including spaces.

@Victor thanks victor - i will try these. I will need to amend my form I think as they will at times need to input more than 255 characters - but also I need the email to be generated with the relevant information. I will have a think on the best way to do this.

@Victor how do you limit the input field to 255 characters?

@Victor Ah thanks victor. - so if these fields fail because they have a maximum number of characters allowed - i assume they all fail even if the majority of the fields have less than the 255 allowed?

@Victor hi victor yes. example Ch00006265 - using email template email_cabmembers_emergency_change CH00006299 - using email template email_Teamleaders_Normal_change Both are change requests but one email is generated during the BP when an emergency change is logged. The other is generated during BP if a normal change is logged. BP process is "RFC"

Hi, We still seem to have an issue where emails are being sent from an email template which uses the custom field variable to populate the email and the data is not being populated. I know the last update was meant to fix this and I thought it had as the couple of forms I checked seemed to be working. But have just found this one not working still? any ideas thanks lee