Victor Posted August 9, 2018 Share Posted August 9, 2018 @ShalilK - it seems the node I used did not work as I thought it would... so, made some changes, can you give it another try please? Is still the same idea, the 1 min wait... Link to comment Share on other sites More sharing options...
ShalilK Posted August 9, 2018 Author Share Posted August 9, 2018 Victor, the error is no longer displayed. However, the parent request status still remains 'Open' even though the timeline shows closure category set to Request Completed We should see something like Link to comment Share on other sites More sharing options...
Victor Posted August 9, 2018 Share Posted August 9, 2018 @ShalilK ok, some progress then ... I have made some further changes, can you give it another try please? Sorry for all the trouble... Link to comment Share on other sites More sharing options...
ShalilK Posted August 9, 2018 Author Share Posted August 9, 2018 Victor, created SR00003861. Parent status still shows Open after resolution of task. Link to comment Share on other sites More sharing options...
Victor Posted August 9, 2018 Share Posted August 9, 2018 @ShalilK - ok thanks... I don't quite understand at this point why it stays open as it should resolve it... I'll keep looking. Link to comment Share on other sites More sharing options...
Victor Posted August 9, 2018 Share Posted August 9, 2018 @ShalilK - no luck yet, for some reason the resolve action is triggered but does not complete. I would need to recreate the scenario in my test instance and see what's going on.. please bear with me on this one. Link to comment Share on other sites More sharing options...
Victor Posted August 10, 2018 Share Posted August 10, 2018 @ShalilK - so I have investigated this in my test instance and found the issue. I also came up with a workaround for it which I will implement in your instance. Will let you know when done. This scenario has been fixed in the next SM build, as part of a change to have system actions use a different rights system. Link to comment Share on other sites More sharing options...
Victor Posted August 10, 2018 Share Posted August 10, 2018 @ShalilK the workaround has been implemented. Please run another test and let me know how it works. Link to comment Share on other sites More sharing options...
ShalilK Posted August 10, 2018 Author Share Posted August 10, 2018 Victor, Parent requests now resolves once task has been completed. Thanks for sorting this out. Just to confirm, I still need to add the one minute delay/suspension in all our BPM's? Link to comment Share on other sites More sharing options...
Victor Posted August 10, 2018 Share Posted August 10, 2018 Just now, ShalilK said: I still need to add the one minute delay/suspension in all our BPM's? @ShalilK do all your BP have this scenario where a task is completed by a Collaboration user followed by the process automatically doing something? If yes, then let me know what the processes are and I'll implement the suspend... Link to comment Share on other sites More sharing options...
ShalilK Posted August 10, 2018 Author Share Posted August 10, 2018 Victor, yes all BPs have the same steps implemented. Thanks for the offer for doing this. Don't worry, I will get all done this afternoon. The others do not have as many options as the Facilities BP. Once again, thanks for sorting this out. Link to comment Share on other sites More sharing options...
Victor Posted August 10, 2018 Share Posted August 10, 2018 @ShalilK ok then, happy to help and glad is sorted Link to comment Share on other sites More sharing options...
ShalilK Posted August 13, 2018 Author Share Posted August 13, 2018 Morning Victor, issue has cropped up again. The suspend is not happening. The BP FAC Facilities Service Request (Victor) is working fine in the 'Sandbox Service' Portfolio where I tested your initial fix. However after making the BP live in the 'Facilities Management Service' Portfolio, I get the following error; I amended the rest of our Live BP's and tried a couple in the Live area and get the same issue. Can this please be investigated? I will configure a couple of the BPs that I amended in the 'Sandbox Service' Portfolio to further clarify if the issue is specific to the other portfolios. Link to comment Share on other sites More sharing options...
ShalilK Posted August 13, 2018 Author Share Posted August 13, 2018 Victor, I can confirm after testing a couple of the other BPs in the Sandbox Service portfolio the issue lies with the other Service Portfolios - the BPs worked in the Sandbox Service portfolio, whereas they failed when tested in their original portfolio. Link to comment Share on other sites More sharing options...
Victor Posted August 13, 2018 Share Posted August 13, 2018 @ShalilK - I'll have a look Link to comment Share on other sites More sharing options...
ShalilK Posted August 13, 2018 Author Share Posted August 13, 2018 One more thing: I have added the 1 min delay in the two stage closure in Review and Close (see below). I reopened a call and re-resolved it to test the 1 min delay here. I managed to generate the error, even though the request is in the Sandbox Service. Service request: SR00003900 Link to comment Share on other sites More sharing options...
Victor Posted August 13, 2018 Share Posted August 13, 2018 @ShalilK - on SR00003900 the issue occured because the "Wait for 1 min" did not actually happened, meaning the process did not actually suspend... because it did not suspend, it continued against the same user context (the collaboration users) meaning the "Update to Resolved" node did not work. Can you please try one of the following suggestions for the "Wait for 1 min" node: A. Change the value for "From Status" parameter to Ignore and try another test B. Change the value for "From Status" parameter to Manual and set it to "Open" and try another test NOTE: Changes to the "Wait for 1 min" node are suggested only for the "Review and Close" stage, the ones we set previously in "Resolution" stage work fine... Link to comment Share on other sites More sharing options...
ShalilK Posted August 13, 2018 Author Share Posted August 13, 2018 Victor, the Ignore did not work. However, setting From Status to Manual Open worked as expected. Thanks. Please let me know when I can test the BPs in the non Sandbox Service portfolio once fixed. Link to comment Share on other sites More sharing options...
Victor Posted August 13, 2018 Share Posted August 13, 2018 @ShalilK - I think the issue with other services (other than Sandbox) is around subscriptions... in the Sandbox service, you have the Collaboration user subscribed to the service directly, while on production services you don't... I mean you don't have the user subscribed specifically... I need to run this scenario in my test instance top see what is happening, I'll get back to you asap. Link to comment Share on other sites More sharing options...
Victor Posted August 13, 2018 Share Posted August 13, 2018 @ShalilK ok, I have tried the scenario and it works fine for me... ... may I ask you to try one of the production services again? Link to comment Share on other sites More sharing options...
ShalilK Posted August 13, 2018 Author Share Posted August 13, 2018 Victor, still getting the error - SR00003913 Link to comment Share on other sites More sharing options...
Victor Posted August 13, 2018 Share Posted August 13, 2018 @ShalilK - I found why you experience the issue in your production services... So the worklaround will work only if the collaboration user completing the task is also a member of (one of or more) the teams supporting the service... any chance you can make this happen? Alternatively I would need to look into implementing other workaround... Link to comment Share on other sites More sharing options...
ShalilK Posted August 14, 2018 Author Share Posted August 14, 2018 Victor, it is not a problem making the collaboration user as a member of a supporting team. I just tested this and the request is being left open now, one or more minutes after the task has been completed. This is now happening in the production services as well as the Sandbox. I no longer get the BPM invocation error as soon as the task is completed. Has your workaround for the one minute suspension been undone? Link to comment Share on other sites More sharing options...
Victor Posted August 14, 2018 Share Posted August 14, 2018 @ShalilK - I need to see why... I’ll get back to you ASAP PS - I haven’t undone the workaround so it must be something else... Link to comment Share on other sites More sharing options...
ShalilK Posted August 14, 2018 Author Share Posted August 14, 2018 Victor, the three test requests I raised this morning have just got resolved. Link to comment Share on other sites More sharing options...
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