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Found 6 results

  1. Hello, is there a system setting or something that can trigger an email every-time a ticket priority has been changed to a P1 ticket? I dont want to go down the BOPM route as the priority can change at any time potentially?
  2. Hi, I'm trying to build an email notification into our change and release business processes, that emails the analyst who raised the change/release once their request has been approved. I can't find a way to do this, either using the variables (by selecting external email address) or by emailing customer (presumably as it stores the requester in the "Raised By" field rather than "Customer). Is there a way to achieve this please? Thanks Lauren
  3. When generating Email Notifications via the BPM, it would be really useful for the notification node to support the ability to specify the addition of connections. For example being able to add Impacted connection to , To: CC: or BCC and similarly Interested to To:, CC: or BCC. This way connections can still be used where the email communication is driven via the workflow, rather than the manual email action. Cheers Martyn
  4. Hi, I have an issue with of service requests BPM. At the moment only certain people can raise requests via the service desk (usually line managers) but everyone can raise incidents. I have a BPM to check to see if the person requesting is an authoriser (via custom field 1) and if they are the ticket auto authorises, if not it should query the customer info and email the manager to request authorisation. At this point I get the failure message as below: 35786 17/08/2016 10:23 error comms 18376 Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:notifyEmailCustomersManager] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomersManager): nodeName: Request has customer id?; nodeId: b6a23f2c-0e34-4839-84bd-73137f32f57e; At 248/1: "Uncaught TypeError: Cannot read property 'primaryEntityData' of null" throw(e); _fc_node_exec_b6a23f2c_0e34_4839_84bd_73137f32f57e The test user has a manager in the field in his profile (the manager is set as me) and if I remove the email customers manager part then I get the notification in service manager. The email template names are correct. I have no idea why it isn't working or if there is a better way of doing it. Help please!
  5. I have an issue where when an email notification is sent, the template does not pull through custom field values e.g. "H_custom_a". These fields are currently populated during progressive capture. Please can someone explain where I might be going wrong?
  6. Hi Guys, Im just doing some work on our change process, and am getting an error message when using the process. its erroring at the point of trying to send out an automated email. ive tried a few different combination, getting it to email an external address instead of a co-worker, and also made sure there was a change email template setup, any ideas? I
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