No Matching GotoIf found... - PCF Issue when creating incident from Email (Build 1958)

[Joshua T M]

Hi All,

 

Since the update to build 1958 of the Service Manager we have been unable to raise incidents from inbound emails.  

Upon raising the incident we receive the attached error. The BPM runs and logs the version being used and then the PCF seemingly fails to collect any information.  

Our application cache has been cleared sucessfully.

Any advice on this matter would be greatly appreciated.

 

[James Ainsworth]

Hi Joshua,

It is difficult to say without being able to see either your Progressive Capture workflow or BPM workflow.

Am I right in thinking that early on in your BPM workflow you had a decision node that is making a decision based on information provided in Progressive Capture.  However, there is no Questions section on the ticket in your screenshot, so I'm thinking that the decision not does not have any information to work with.  Does that sound about right?

Are you able to post a screen shot of the nodes in the BPM where you think it may be having an issue?

James

[Joshua T M]

Hi @James Ainsworth,

 

Thank you for your responce, I have attached the screenshots of both our BPM when it calls out Progressive Capture and our Progessive Capture Form.

Both the BPM and progressive capture functioned without issue prior to the update but now it seems to immediately fail to start the Progressive Capture Form.

When an issue is raised via email or manually it calls for the "Generic - Incident PCF" it then subsiquently determins the version and calls the specific PCF for that product, in this case the - "STRUMIS Evolution - New Incident PCF". 

Any thoughts on the below?

[Joshua T M]

@James Ainsworth,

Would it be helpful to export the definition files for both as this has virtually stopped us from raising requests?

This is virtually showstopping for us at the moment.

[Joshua T M]

Also, this may be helpful - 

 

2020-06-23 09:46:54

0.000007s INFO Workflow processing started, processId=BPM20200623000009 workflow=com.hornbill.servicemanager/strumis-evolution---new-incident-bpm (revision=81, type=businessProcess) 0.000026s INFO Process Execute startNode=0 reason=erExecute 0.000030s INFO Called by: bpm/processSpawn2 (host=mdh-p01-node7) 0.000033s INFO Transaction ID: 39b61f77a8f249c6a773ad5f1f3b44e8 0.077204s INFO Execution session is 'U2020062304859816', user is 'admin' 0.077216s INFO Execution reason is 'erExecute' 0.077238s INFO Execution Step: currentStage='s1', currentNode='start_415df03d-5a88-41ae-a1ca-815c4d404205', suspended='false' 0.090820s INFO Process Flow Transition from 'Start' (id=start_415df03d-5a88-41ae-a1ca-815c4d404205, type=Start) to 'Log BPM Version' (id=flowcode-51691395, type=HornbillAutomatiomn) 0.107860s INFO Execution Step: currentStage='s1', currentNode='flowcode-51691395', suspended='false' 0.107895s INFO Unsuspending process at node 'Log BPM Version' (id=flowcode-51691395) 0.705406s INFO Unsuspending process at node 'Log BPM Version' (id=flowcode-51691395) 0.705422s INFO Process Flow Transition from 'Log BPM Version' (id=flowcode-51691395, type=HornbillAutomatiomn) to 'Get Request Details' (id=flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943, type=HornbillAutomatiomn) 0.729120s INFO Execution Step: currentStage='s1', currentNode='flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943', suspended='false' 0.729147s INFO Unsuspending process at node 'Get Request Details' (id=flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943) 0.904567s INFO Unsuspending process at node 'Get Request Details' (id=flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943) 0.904579s INFO Process Flow Transition from 'Get Request Details' (id=flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943, type=HornbillAutomatiomn) to 'Get Customer Details' (id=flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb, type=HornbillAutomatiomn) 0.926219s INFO Execution Step: currentStage='s1', currentNode='flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb', suspended='false' 0.926232s INFO Unsuspending process at node 'Get Customer Details' (id=flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb) 0.995614s INFO Unsuspending process at node 'Get Customer Details' (id=flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb) 0.995654s INFO Process Flow Transition from 'Get Customer Details' (id=flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb, type=HornbillAutomatiomn) to 'Get Organisation Details' (id=flowcode-f202e050-461f-4dff-1132-61b4fb193bb0, type=HornbillAutomatiomn) 1.014845s INFO Execution Step: currentStage='s1', currentNode='flowcode-f202e050-461f-4dff-1132-61b4fb193bb0', suspended='false' 1.014859s INFO Unsuspending process at node 'Get Organisation Details' (id=flowcode-f202e050-461f-4dff-1132-61b4fb193bb0) 1.071117s INFO Unsuspending process at node 'Get Organisation Details' (id=flowcode-f202e050-461f-4dff-1132-61b4fb193bb0) 1.071134s INFO Process Flow Transition from 'Get Organisation Details' (id=flowcode-f202e050-461f-4dff-1132-61b4fb193bb0, type=HornbillAutomatiomn) to 'Get Progressive Capture Answers' (id=flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f, type=HornbillAutomatiomn) 1.089021s INFO Execution Step: currentStage='s1', currentNode='flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f', suspended='false' 1.089037s INFO Unsuspending process at node 'Get Progressive Capture Answers' (id=flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f) 1.143822s INFO Unsuspending process at node 'Get Progressive Capture Answers' (id=flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f) 1.143837s INFO Process Flow Transition from 'Get Progressive Capture Answers' (id=flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f, type=HornbillAutomatiomn) to 'Priority Set?' (id=decision-9236af83, type=Decision) 1.161966s INFO Execution Step: currentStage='s1', currentNode='decision-9236af83', suspended='false' 1.163034s INFO Decision 'Priority Set?' (id=decision-9236af83), evaluating 2 branch expressions 1.163045s INFO Expression matched: [true], forwarding to target node: flowcode-bf2925a3-f377-46a9-2963-9b38945f467e 1.163067s INFO Process Flow Transition from 'Priority Set?' (id=decision-9236af83, type=Decision) to 'Set Priority Medium' (id=flowcode-bf2925a3-f377-46a9-2963-9b38945f467e, type=HornbillAutomatiomn) 1.177692s INFO Execution Step: currentStage='s1', currentNode='flowcode-bf2925a3-f377-46a9-2963-9b38945f467e', suspended='false' 1.177705s INFO Unsuspending process at node 'Set Priority Medium' (id=flowcode-bf2925a3-f377-46a9-2963-9b38945f467e) 1.458624s INFO Unsuspending process at node 'Set Priority Medium' (id=flowcode-bf2925a3-f377-46a9-2963-9b38945f467e) 1.458645s INFO Process Flow Transition from 'Set Priority Medium' (id=flowcode-bf2925a3-f377-46a9-2963-9b38945f467e, type=HornbillAutomatiomn) to 'Update External Reference' (id=flowcode-f7400741, type=HornbillAutomatiomn) 1.478828s INFO Execution Step: currentStage='s1', currentNode='flowcode-f7400741', suspended='false' 1.478846s INFO Unsuspending process at node 'Update External Reference' (id=flowcode-f7400741) 1.589524s INFO Unsuspending process at node 'Update External Reference' (id=flowcode-f7400741) 1.589554s INFO Process Flow Transition from 'Update External Reference' (id=flowcode-f7400741, type=HornbillAutomatiomn) to 'Licence Expiry?' (id=decision-6e1fc5fa, type=Decision) 1.612549s INFO Execution Step: currentStage='s1', currentNode='decision-6e1fc5fa', suspended='false' 1.612881s INFO Decision 'Licence Expiry?' (id=decision-6e1fc5fa), evaluating 2 branch expressions 1.612890s INFO Expression matched: [true], forwarding to target node: flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e 1.612916s INFO Process Flow Transition from 'Licence Expiry?' (id=decision-6e1fc5fa, type=Decision) to 'Set Product custom field' (id=flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e, type=HornbillAutomatiomn) 1.627088s INFO Execution Step: currentStage='s1', currentNode='flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e', suspended='false' 1.627112s INFO Unsuspending process at node 'Set Product custom field' (id=flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e) 1.946746s INFO Unsuspending process at node 'Set Product custom field' (id=flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e) 1.946762s INFO Process Flow Transition from 'Set Product custom field' (id=flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e, type=HornbillAutomatiomn) to 'Co-worker or Customer?' (id=decision-1d86bb7b-5185-492b-5322-43085709bca4, type=Decision) 1.965190s INFO Execution Step: currentStage='s1', currentNode='decision-1d86bb7b-5185-492b-5322-43085709bca4', suspended='false' 1.965327s INFO Decision 'Co-worker or Customer?' (id=decision-1d86bb7b-5185-492b-5322-43085709bca4), evaluating 2 branch expressions 1.965354s ERROR Exception: (function(){ return "No matching gotoIf found"; })() 2.003846s INFO Workflow processing complete

[Joshua T M]

@James Ainsworth,

 

Could this be a flow code issue?  A previous update caused us to have to recreate the majority of our BPM's due to a slight change in the flowcodes.

[Joshua T M]

We have gotten a little further with this,

 

Our BPM calls for the PCF and it does now allow for a customer search but after this occurs it does not ask for the answers to the Product Version which is a custom form. It simply stops working through questions and due to this the BPM does not populate any of the fields.

 

When raising from an email it does not populate the summary or discription of the incident either. I'm not sure if it is the BPM failing to request these answers or the PCF failing to load the form for the question...

[Joshua T M]

This is now resolved.

The update broke the ServiceDetails -> serviceId expression. This now referances serviceName and works.

[James Ainsworth]

Hi Joshua,

Nice work getting to the bottom of it! My time zone is -8 GMT so sorry for not responding while you were posting your questions.  Just pleased to see that it is now working for you.

James