gwynne Posted March 6, 2018 Share Posted March 6, 2018 hello, so i have created a new business process that i want to use a specific template to send customer on ticket logged and closure. I have manually set which template to use however it keeps on sending the default one I use for Itsupport. how do I change this? Link to comment Share on other sites More sharing options...
Hornbill Staff DR Posted March 6, 2018 Share Posted March 6, 2018 HI Gareth,  email notifications concerning call logging and call closure would indeed be configured in the BPM and by the sounds of it you've updated/included the relevant nodes in your BPM to contain the name of the template you now want to be sent. If its still sending the old one, have you published this new version of your BPM? Publishing is necessary in order to make any changes you have made active. The video below is taken from the following wiki page and describes the BPM publishing feature in more detail: https://wiki.hornbill.com/index.php/Business_Process_Designer   Let me know if this helps, a screen shot of your email notification node may assist with some further context if publishing turns out not to be the issue. Dan Link to comment Share on other sites More sharing options...
gwynne Posted March 7, 2018 Author Share Posted March 7, 2018 Hello Yes the BPM is published, the rest of the bpm works in terms of auto assigning to person and request type just the template it uses to send the emails Regards Gareth Link to comment Share on other sites More sharing options...
gwynne Posted March 7, 2018 Author Share Posted March 7, 2018 Any thoughts? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 7, 2018 Share Posted March 7, 2018 @gwynne Are you able to post a screen shot of the properties from the Email Notification node in your BPM. Also presume the new request has been logged after publishing the BPM? Cheers Martyn Link to comment Share on other sites More sharing options...
gwynne Posted March 7, 2018 Author Share Posted March 7, 2018 Yes tested after publish Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 7, 2018 Share Posted March 7, 2018 @gwynne If you set the System Timeline Update to Manual and Yes, then retest after publishing. This should put a timeline entry on the request saying it has sent an email using the template xxxxxx. You can also then view the email from the more actions. Least this will tell you if the node you think is sending the email is the one that is doing it. Cheers Martyn Link to comment Share on other sites More sharing options...
gwynne Posted March 8, 2018 Author Share Posted March 8, 2018 Urgh its now started working who knows sorry for the trouble Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 9, 2018 Share Posted March 9, 2018 @gwynne Glad it sorted itself out. Cheers Martyn Link to comment Share on other sites More sharing options...
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