Sporadic issue finding email template

[Steve Giller]

This isn't happening regularly, but it has happened a few times. There seems to be no pattern to it, although it does appear to be affecting one particular service.

The email is valid, and once I've been alerted to the error the process restarts without any problem.

The error log for the most recent occurrence is:

983985	2018-03-06 14:44:54	error	comms	4712	FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomer): nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 341/1: "Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator." throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013
983984	2018-03-06 14:44:54	error	perf	10400	apps:notifyEmailCustomer() Method call results: failure (297684992 B, 14258 ms, 2064 kB, 0 ms, 0 kB) Slow API response!!!
983972	2018-03-06 14:44:54	error	scripts	10400	nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 341/1: "Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator." throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013
983971	2018-03-06 14:44:54	error	scripts	10400	nodeName: API Call: Send Template Message; nodeId: 2dd7c0a5-616d-4782-b980-776ce137ee62; "EspMethodCall:invoke: Operation[mail:sendEntityTemplateMessage] Failed to get template '\/apps\/com.hornbill.servicemanager\/entities\/Requests\/template\/mail\/dcEstatesIncidentLogged.templatetemplate.xml'. Error:"
983970	2018-03-06 14:44:54	error	comms	10400	Operation[mail:sendEntityTemplateMessage] Failed to get template '/apps/com.hornbill.servicemanager/entities/Requests/template/mail/dcEstatesIncidentLogged.templatetemplate.xml'. Error

[Steve Giller]

If it helps, Request SR00021632 was the last one with this issue.

[Guest]

@DeadMeatGF This looks like it may need to be raised as an incident for us to investigate and update you regarding the findings on your particular instance. Being a Premier Success customer, could you raise this on the webform https://www.hornbill.com/support/

 

Regards

Pamela

[Steve Giller]

Issue logged.