Lucy Posted October 24, 2018 Share Posted October 24, 2018 Hi there, We keep getting this error when trying to log a change. This is hard coded somewhere but not sure where, can you advise please? Thanks, L Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted October 24, 2018 Share Posted October 24, 2018 HI @Lucy I think this will be a problem in your BPM where it branches off using a Decision tree (oneo f these): Can you send a screenshot of your BPM that this ticket is using so we can see the process please? thanks Paul Link to comment Share on other sites More sharing options...
Lucy Posted October 24, 2018 Author Share Posted October 24, 2018 Hi Paul, We have several decisions in our BPM, all are the same as shown in the capture attached. Thank you, L Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted October 24, 2018 Share Posted October 24, 2018 Hi In your ticket, which 'stage' has this error occured in? Can you send a screenshot of THIS stage in the BPM please (by clicking to select the relevant stage in the actual BPM editor)? Thanks Paul Link to comment Share on other sites More sharing options...
Lucy Posted October 24, 2018 Author Share Posted October 24, 2018 Hi, We think it occurs at the first decision in the Planning and Approval stage. Thanks L Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted October 24, 2018 Share Posted October 24, 2018 Hi again I don't think it IS a problem in the 'Planning and Approval' stage as the green 'blob' isn't marked at the beginning of that stage....so I THINK it's before then (in the Classification stage) Sorry...I thought you'd already uploaded that part of the BPM, but I can't see it now....it's going to be a decision tree in that stage. You can see that some of the 'checkpoints' have turned green on that stage, so that SHOULD help to pinpoint where the problem is (do you have a decision tree based around whether this is an Emergency, Standard, Major or Minor change which makes the relevant green checkpoint get ticked?) Does any of this help?! I'm trying to find the instructions on how to find and go in to the actual BPM instance of your ticket, but can't them! @Victor....could you help with finding these instructions please? I'm sure it was you who sent them to me originally.... thanks Link to comment Share on other sites More sharing options...
Akash Savani Posted October 24, 2018 Share Posted October 24, 2018 Hi, This is the classification stage Link to comment Share on other sites More sharing options...
Lucy Posted October 24, 2018 Author Share Posted October 24, 2018 Hello Paul, Agree. Looks like it gets stuck on selecting the priority. Thanks for looking up the instructions, will try them if @Victor can provide. Thanks, L Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted October 24, 2018 Share Posted October 24, 2018 HI I think that the problem is going to be in on of the branches here: It'd be worth checking each branch to make sure the text exactly matches what COULD be included from the Progressive Capture questions.... Link to comment Share on other sites More sharing options...
Claire Holtham Posted October 24, 2018 Share Posted October 24, 2018 Just wondering, (if it was working previously) whether the issues with release 1364 have confused your decision- tree outcomes https://community.hornbill.com/topic/14294-bpm-not-working-since-update/ I am currently holding off pressing the button on 1364 until I'm sure it's not going to cause us any issues. Cheers Claire Link to comment Share on other sites More sharing options...
Akash Savani Posted October 24, 2018 Share Posted October 24, 2018 This was working fine last week as I set it up with Nadeem, after the upgrade it has stop working. Link to comment Share on other sites More sharing options...
Victor Posted October 24, 2018 Share Posted October 24, 2018 40 minutes ago, Claire Holtham said: I am currently holding off pressing the button on 1364 until I'm sure it's not going to cause us any issues. @Claire Holtham the issue raised in the forum thread you mentioned (https://community.hornbill.com/topic/14294-bpm-not-working-since-update/) was caused by a defect in Collaboration Core (PCF is part of Collaboration Core). The issue was addressed and fixed in Core Collaboration build 951 952 deployed yesterday morning (this is an automatic update so all instances were updated). Therefore is quite safe to update Service Manager app. @Lucy @Akash Savani - As your organisation is subscribed to Premier Success plan, I will have to raise a support request on your behalf to investigate this as I need some information that I do not want to request on public forums. I will come back here once the issue is resolved with details of why it occurred and how it was fixed. Link to comment Share on other sites More sharing options...
Lucy Posted October 24, 2018 Author Share Posted October 24, 2018 Thank you Victor Link to comment Share on other sites More sharing options...
Victor Posted October 24, 2018 Share Posted October 24, 2018 @Paul Alexander SELECT h_bpm_id FROM h_itsm_requests WHERE h_pk_reference = '<request_reference>' Link to comment Share on other sites More sharing options...
Victor Posted October 24, 2018 Share Posted October 24, 2018 @Akash Savani @Lucy The reason why the issue occurs is due to changes made to the simple list from where the change type gets its values which means they no longer match with the expressions configured in your process. When you raise a change request when you capture the change type the values for the change type are populated from this list: changeRequestType (Home - Hornbill Service Manager - Simple Lists). If you have your process configured to branch based on these values then any changes you make to this list means your process will no longer branch correctly and possibly can generate errors like the one you encounter. If you look at the simple list in your instance, the values for the change type are numbers (e.g. 1. Emergency, 2. Standard, etc.). In your process, however, you branch based on values without the numbers, which are the default values (e.g. Emergency, Standard, etc.) If the values for the change type are amended, we would need to ensure that any configuration which uses these values (such as a business process) is updated accordingly. Link to comment Share on other sites More sharing options...
Lucy Posted October 24, 2018 Author Share Posted October 24, 2018 All fixed! Thank you for your help!! Link to comment Share on other sites More sharing options...
Victor Posted October 24, 2018 Share Posted October 24, 2018 Good news Link to comment Share on other sites More sharing options...
HGrigsby Posted October 30, 2018 Share Posted October 30, 2018 @Victor seeing as you were so successful on this one - can you help me out with the same issue? I have been over it again and again and can't see why it's failing. thanks (hopefully) Helen <attachment_removed> Link to comment Share on other sites More sharing options...
Victor Posted October 30, 2018 Share Posted October 30, 2018 @HGrigsby - given that you are on Premier Success plan, is it ok if I raise a support request on your behalf to investigate the issue? It might be the case that for the investigation I/we would need information that I don't want to be posted on in a public space. Link to comment Share on other sites More sharing options...
HGrigsby Posted October 30, 2018 Share Posted October 30, 2018 Pefect!! I have been struggling with it since yesterday - it did work but not now Link to comment Share on other sites More sharing options...
Victor Posted October 30, 2018 Share Posted October 30, 2018 For future reference, the issue for @HGrigsby was caused by a misconfiguration of custom expressions what were using AND operators instead of OR operators Link to comment Share on other sites More sharing options...
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