Auto Focus not working

[Dan Munns]

Hi all,

Last week I noticed that auto focus for 'Assign' from the BPM isn't working correctly.

The only way we know what the BPM is waiting for is if I have set up checkpoints for the next steps.

All of the focus options in the BPMs are set to auto and they all used to work. I was hoping that the update today would fix it but sadly not.

The same behaviour happens in Chrome as well as IE and only seems to impact the 'Assign' function. Auto focus works for 'Priority' but once priority is selected it should move on to 'Assign' but doesn't

Anything which stops me having to set all my BPM focus manually will be greatly received

Thanks

Dan

 

[James Ainsworth]

Hi Dan,

Thanks for your post.  The terms for the settings 'Auto' and 'Manual' are maybe a bit misleading.  In order to set the focus to a particular Action such as the Assign Action you need to set the Auto Focus option on a suspend node to 'Manual' and then select the Action Item that you want the focus to be set to. The term Manual is not referring to manually having to select the Action Item on the request but rather that you are manually setting the option for the Action focus in the BPM.

I hope that helps.

Regards,

James 

 

[Dan Munns]

Hi @James Ainsworth

Please see attached for my setup at the moment.

Suspend assign - used to focus automatically but now doesn't. Setting are unchanged from when it worked.

Suspend priority - auto focus works (the call is set to the priority page)

Do I have to go through all my BPMs and manually change the suspend nodes in each one? I haven't changed anything and it used to work as per my original post (ie they all auto focused on the correct action)

Thanks

[James Ainsworth]

Hi Dan,

Thanks for the update.  The developers have taken a look into this and have found the issue and a defect record has been raised.   You are correct about the change in behaviour and we will look to get this fixed.

Regards,

James

[Dan Munns]

Thanks @James Ainsworth

[Dan Munns]

Hi @James Ainsworth

Has there been any movement on this please?

Thanks

Dan

[James Ainsworth]

Hi Dan,

Apologies for not having this available yet.  A defect record is in the development queue.  Further investigation had found that the issue was not in the BPM configuration but rather is was in the front-end which was not respecting the settings.  It looks like it is soon to be worked on.  I will let you know if there are any delays, otherwise we should see this corrected in one of the upcoming updates.

Regards,

James

[Guest Chaz]

@Dan Munns I've been looking at this issue, but I haven't been able to replicate the issue when the BPM configuration is correct (which it seems like it is for you). Could you just confirm that the Action Focus is set to auto?

Also, could it be that there's another action, like waiting for an activity to be completed, that means this particular step in your process hasn't been reached yet?

[Guest Chaz]

@Dan Munns you'll find a new build of Service Manager in the app store where this issue should be sorted. Let us know how you get on.

[Dan Munns]

Hi @Chaz

Apologies for the delayed response but I have been on annual leave.

I have updated to the latest SM and still it will not focus on 'Assign Analyst'
The previous checkpoints have all been completed and it isn't sat waiting for anything that I can see.
I have attached the BPM and screenshot.

Thanks

Dan

stb-incident-desk.bpm.txt

[Guest Chaz]

@Dan Munns thanks for attaching your process, made it much easier to see what's going on. I've followed it and it does wait for assignment, however I had to refresh to see this. So the process itself is fine, just that the page doesn't change to reflect this in real time. I'll inform the team and we'll look to get it sorted soon.