Jeremy Posted January 14, 2019 Share Posted January 14, 2019 So we are experiencing this issue, when we log jobs we have the option to Log & Resolve there the analyst types the resolution the business process then sends this to the customer and resolves the job. However, the process is picking up the below resolution text (The request has been resolved by the Business Process Engine) that has not been set by us and is being picked up from somewhere, does anyone know where this text is held? On 99% of requests logged like this, the text that is entered when logging is sent to the customer. In my example below this is what the analyst has typed and the above was sent when it should have been this: I can't find a logical reason that this is not working as designed. Below is an excerpt from the BPM Resolution Text node: Link to comment Share on other sites More sharing options...
Victor Posted January 14, 2019 Share Posted January 14, 2019 @Jeremy - I've sent you a PM Link to comment Share on other sites More sharing options...
Jeremy Posted January 21, 2019 Author Share Posted January 21, 2019 @Victor Have you managed to have a look at this yet? Link to comment Share on other sites More sharing options...
Victor Posted January 21, 2019 Share Posted January 21, 2019 @Jeremy - I did but I haven't figured it out yet... Link to comment Share on other sites More sharing options...
Jeremy Posted January 21, 2019 Author Share Posted January 21, 2019 ok, it's just that it has just happened to me again and a colleague earlier and it triggered my memory! Link to comment Share on other sites More sharing options...
Victor Posted January 21, 2019 Share Posted January 21, 2019 @Jeremy - I understand... I'll have a more thorough look a bit later on and see what I come up with... Link to comment Share on other sites More sharing options...
Victor Posted January 22, 2019 Share Posted January 22, 2019 @Jeremy - right, so I think I found why you get that resolution text... is the "Change Status to Resolve" node which puts that text in the resolution... on top of my head, a simple solution would be to switch some nodes in there so you will have the resolution you want... So, because the "Change Status to Resolve" node overwrites or sets a resolution text, move this node right after the decision. Then move the "Update Resolution Text" (and "Add Closure Category" node but this is optional) after the "Change Status to Resolve". If you do it this way then what will happen is that the request gets resolved and the resolution text set to that default text, then you will overwrite the resolution with what needs to be in the resolution actually... then you will have the resolution you want and the resolution email will have the content you want... give it a try, let me know how it works... Link to comment Share on other sites More sharing options...
Jeremy Posted January 23, 2019 Author Share Posted January 23, 2019 Thanks @Victor, I will give it a try! Link to comment Share on other sites More sharing options...
Jeremy Posted January 25, 2019 Author Share Posted January 25, 2019 I have tried this and we are still experiencing this issue, maybe a little worse in fact as it seems to be happening more but has the following: {{H.Resolution}} In the main body of the email, I have added a suspend for 2 minutes node to see if that helps the request settle before carrying on. Link to comment Share on other sites More sharing options...
Victor Posted January 25, 2019 Share Posted January 25, 2019 @Jeremy - I'll catch up with you in PM One thing I will say though, that is not a correct variable to populate the resolution. This is the correct one: {{.H_resolution}} Link to comment Share on other sites More sharing options...
Jeremy Posted January 29, 2019 Author Share Posted January 29, 2019 @Victor that might have hit the nail on the head..... with the old {{.H_resolution}} I will continue to test this but this is looking positive! Why is it the smallest things that make the biggest difference? 1 Link to comment Share on other sites More sharing options...
Victor Posted January 29, 2019 Share Posted January 29, 2019 @Jeremy - good news, and yes, sometimes small things make a BIG diff ... Let us know how it works in the end Link to comment Share on other sites More sharing options...
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