Business process error when sending emails

[Ann-MarieHolloway]

Thanks for the update, it looks like our leaver/starter BPMs could be affected by this as they have the Error Xmlmc method invocation failed for BPM invocation node 's1/flowcode-dd25eaf0-ba90-44c5-4536-27690c47120a': 0200 apps notifyEmailExternalAddress FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailExternalAddress): nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 303/1: "Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator." throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013

Once the first activity is resolved.

[Keith Stevenson]

@Ann-MarieJones

You are on a different pod so the changes were not applied to your instance. I will ask our Support team to contact you seperatly. 

Kind regards

[Victor]

@Ann-MarieJones - as you noticed we have created a separate thread for the issue you reported as it is not related to the issue discussed in this thread:

 

The reason for the error you encounter is specified in the error message: "The email template specified is invalid. Please contact your Hornbill Administrator.". This means in your process, you have an email node configured with a template that is not valid. My advice is to review your process configuration and ensure all email nodes are using valid email templates.

[Ann-MarieHolloway]

Thank you @Victor,

I have taken a look at the business process for New Starter and Staff Leaver process, as these are the BPMs with the errors.  The error occurs once the 'Review the details supplied' Activity is completed and the email node that follows is 'Email Multiple External Addresses' 

I have checked the email templates in Admin and can see they haven’t been updated since 28/09/18 and are still valid.

I have also checked the email recipients and they are live mailboxes  .An example call is

 

 

Any advice is greatly appreciated.

[Ann-MarieHolloway]

p.s. I have also tried hitting the 'retry the last step' icon  but then receive the error 'Failed to get a connection to the server: 10.4.25.13  

[Victor]

@Ann-MarieJones - strange, I will have a look at that BP configuration and the error ... 

[Ann-MarieHolloway]

Thank you @Victor

[Victor]

@Ann-MarieJones - there seems to be an issue with some of the email template files in your instance, I have asked our infrastructure team to check this. I'll come back to you on this as soon as possible.

[Ann-MarieHolloway]

Thank you @Victor much appreciated.  

 

[Victor]

@Ann-MarieJones -  just a quick FYI, to fix this issue we would need to stop a service in your instance (the indexer service) for a few seconds so we can start the maintenance work at 17.30. You might notice some issues for a very short/brief period of time but usually, this should go unnoticed... 

[Victor]

@Ann-MarieJones - the issue which caused the process to fail when sending the email has been fixed. I have also restarted the process on SR00016743 successfully. I am also doing some more work which will hopefully fix the searching issue you raised in a separate thread.

[Ann-MarieHolloway]

Hi @Victor that is great news, thank you for your assistance.