clampj

Just applied the update and now I can raise service requests but still cant raise incidents. Change has been unaffected throughout this issue.

OK - thanks for contributing Patrick. @Victor - a potential fault perhaps given the recent changes around progressive captures with no forms?

Hi Really strange issue here and apologies if I've broken it (pretty sure I havent this time - honest!). Basically, every member of my team is receiving an error when trying to raise a ticket (incident or service request) at the customer search stage. Despite entering customer details and them being resvoled by SM, when clicking next we are told this is a required field - its populated so not sure why we are getting this message. Working fine for Service Desk though! I can fix it by changing the customer search node in the progressive capture from Mandatory = true to false yet this allows the PC to progress without a customer which is not what we want. The only thing I've done relating to PC is to test a fix that supposedly allows a PC with no prompts presented to the user - see here: As part of that testing I changed the madatory status of the custoemr search node. This shouldn't have affected anything though because before testing I copied the live PC and ussed the newly copied on for testing. These PC's only relate to a specific catalog item on a service whereas the issue we are seeing is affecting opur standard service request and incidetns process! Its strange that Service Desk arent affected because they are following he same process, using the same PC and BP Any ideas? Thanks Jason

Still the same unfortunately. Whether there is a a customer search node or not I get the same result (also whether the customer search node is set to mandatory or not).

Hi @Victor I've just tried a progressive capture with just a start and end node yet received an error saying : There has been a problem raising your request. Please try again later. Then in the bottom right corner it says: Pogressive capture for this request type is empty. Any ideas? Thanks J

Hi Victor All sorted, I changed the email address associated with the mailbox that send the emails back to SM to something more meaning. I hadnt been notified by service desk that this caused them to have to manually attach emails to call so I thought the change I made yesterday had broken it when in fact it hadnt - I broke it a week ago. Doh! Thanks J

Changed it then changed it back. I've just reactivated the previous process that was working and same result - emails arent being read in. Pamela is now on the case so hopefully be resolved shortly

OK so it doesnt look like there are any entries what so ever for this inbound processing rule.

That could be a red herring - there are quite a few of them in the log that dont correlate with a received email

Thanks Dan This is appearing in the log around the time the email fails to process: Operation[apps/com.hornbill.servicemanager/arOperation:updateRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ar/updateRequest): nodeName: Exception; nodeId: 8e71d411-f1bc-4aa1-b802-7d61e9a81402; At 727/1: "Uncaught FCSException: ERROR(001)" throw(e); _fc_node_exec_8e71d411_f1bc_4aa1_b802_7d61e9a81402 Any ideas?

Hi I appear to have broken a process. Everything was working fine until I attmepted to make a change however once reverting the change it no longer works. Basically, emails are no longer being automatically attached to a ticket for a partincular process. These are for automated remote access requests, user logs a request on the portal which sends an email to a mailbox monitored by powershell. Once they have been added to the group the script emails the user and service manager. This email was being attached to the ticket. The problem is, these tickets require no interaction from the service desk yet they were being assigned to their queue which they would like stopping. I tried to change this by creating a new team. I added an automation node near the beginning of the process that would assign it to the new team. Whilst the assignment works, the emails have stopped automatically being attached to the call. Later in the process, a 2nd email should be received by Service Manager and this is required in order to automaticaly take the call off hold. Neither of these emails are being processed. I've reverted the change yet the issue remains. How do I troubleshoot inbound routing issues? Which log file should I examine? Thanks J

Even better. Thanks!

Hi Is there a way to switch off the column resizing that occurs when scrolling through a request list. If your scrolling while quickly scim reading the contents of a column is a bit annoying when it jumps around as the columns re-size. I tend to have my browser showing the request list set to full screen size so the automatic re-sizing is unnecessary. Thanks J

Awesome-thanks! Will the upgrade occur automatically I do I need to perform the upgrade (or should I say click the button!) as with service manager? I dont see it listed in the "Add More Apps" screen so not sure how to do it. Thanks J

OK thanks for the update

Hi @Victor Any news from the dev team about the progressive capture with no forms causing HROD? Thanks J

Learnt a lot though so I'll accept the madness. Ok so this is now all working but rather than SM handle the comms back to the user, I have the powershell script do it instead. I wanted to avoid this in order to keep the powershell as light as possible and its easier to format the email in the SM template email editor rather than in powershell code. Anyway, we go live with it today so I'd just like to say thanks @Victor and @Dan Munns for your help and keeping me sane(ish). J

OK - I'm an idiot. Wait for customer means a customer on the call not customer update DOH! Think i've been looking at this that long i'm going slightly mad - hope it amused someone along the way though

I should add, I tried to use wait for update instead of wait for customer but then it would only progress if an analyst had updated the call which is not what I want.

This is really starting to annoy me now! I've taken out the sub-status and got rid of the associated nodes and added in a suspend->wait for customer but because of the annoying asynchronous (I'm sure it has its purpose) processing, it takes the timeline entry of the previous node as the required customer response and progresses. Why on earth the BPM is allowed to progress before timeline entries of the previous node have completed is beyond me - is there a design reason for this? Anyway, I've placed a timer of 2 minutes into the process to allow the previous node to complete updateing the timeline before moving onto the wait for customer node. Unfortunately this isnt working. As soon as the timer has completed, the wait for customer node progresses despite there being no further update on the call which result in the customer getting an email continaing the following: Task '{"RemoteAccess - Process Task", "urn:sys:entity:com.hornbill.core:task:TSK20180302000018"}' was added and assigned to 'Field Support' team I've attached a screenshot showing the BP and the node config. I've also included the timeline. The last entry on the timeline (which is the recevied email) should be appearing between item 3 and 4 on the timeline. If only timeline entries for sub-status changes were configurable or all node processing, including timeline entries, completed before progressing I'd have this working now. Please help! Have I done something wrong or is there a bug? (Rhetorical Q - It will be me )

Yes that makes sense although in the absence of being able to surpress the sub-status timeline message then surely all your suggestion will do is ensure that the customer email consistently contians the sub-status timeline entry and not the one I want? That is, if my assumption is correct in that the variable: {{RequestLastActivity.H_content}} pulls the previous timeline entry Can I reqeust a change so the timeline update is configurable for the node pcitured in my previous post?

OK so the asynchronous execution explains the inconsistency. Unfortunately the node in quesiton doesnt have any option to surpress the timeline entry - this was the first thing I tried to do. Any ideas how to overcome this? Would seem a shame to have to try and do this a different way becasue of inconsistencies. Thanks J

Frustratingly close now! Thanks for your help thus far - and very kind of you to offer to check the BPM however I've now managed to figure it out. Your approach works great - once I figured out that I needed to add "On-Hold" into the bpmrequeststatus list! Thats why it wasnt appearing in the screenshot above. The only problem I have now is the content of the email back to the customer. I've created a template as per victors suggestion (I'm assuming that variable is supposed to pull back the last timeline update) but between the received powershell email timeline update and the sending of the email to the customer, another timeline update appears notifying of the change in sub status and this sometimes appears instead of the received email update in the email to the cusomter. Any ideas why this might be? Is there a way to supress the sub-status changes messages? I cant seem to see any way although I'd imagine thats a global setting and I doubt we would want to switch that off if so. Thanks J

Thanks

Still not working I've added an additional node to place the call on hold. I've configured it as per the screenshot. If I understand you correctly, I need to change the status to "on-Hold" but as you can see it isnt listed as an option. The sub status is set to the new sub status i've just created. Also is there a way to view the full error? Can only see part of it as the red box that appears isnt big enough to display it all.