Release type - not pulling into ticket.

[PeterL]

Hello, Every now and then we get an issue with releases come up. Within the progressive capture it asked the user to select from a form either 'Planned' or 'Emergency'  release:

Within the ticket this then populates the field: h_release_type although in a couple of tickets this information does not seem to be brought forward and then leave this section blank in the form causing a no goto if error later on in the BP where it will decide if its emergency or planned.

Below are a couple of recent tickets with the issue seems to be happening alot more and all of the below are from today. Is this a current issue with this custom field?

RM00068407

RM00068409

RM00068422 
RM00068414

[Guest Mohamed]

Hi @PeterL

Our developers have tried to replicate said issue, but no luck unfortunately. Are there any particular replication steps you could provide? 

Regards

Mohamed

[PeterL]

@Mohamed Unfortunately not. This seems to just occur randomly, we have now had to take out the decision node and checkpoint from the BP to stop this issue breaking the BP for now until we can work out why it does not pull the information in sometimes.  

[Guest Mohamed]

@PeterL thanks for the response, much appreciated.

Is this Progressive Capture which has the "Release Type" form, is it the main form that you raise the request from? Or is it part of a switch capture or something? Also does the issue only occur when its to do with the branch node? I'm just trying to understand the scenario a little better as it may give us some better insight

Would it be possible to gave an image or export of the Progressive Capture form in question?

Regards

Mohamed

[PeterL]

Hello @Mohamed,
The form is just one of the steps within the progressive capture, the issue (no goto if) only occurs from the stage set in the BP as it checks the custom field h_release_type has been filed in then decides with checkpoint to highlight. This is where it fails as some times the  h_release_type is not filed it automatically after the PC has been filled in even though it is a mandatory step and has been chosen. I have attached the PC.
Thanks.

pa-release-process.pcf.txt

[PeterL]

Also is it possibly to skip the broken stage in order to continue the ticket rather than have the user cancel and re-log ? Thanks again.
 

RM00068409
RM00068407

RM00068414

 

[PeterL]

@Mohamed Any update on this? Thanks. 

[PeterL]

Hello,

We still have tickets where the BP has broken and cannot be closed. Any ideas on how to progress and skip the broken stage. Thanks. 

 

[ArmandoDM]

Hi @PeterL

I don't think its possible to skip the broken stage, but you may resume or restart it under certain conditions. Here is some more details about it

https://wiki.hornbill.com/index.php/Business_Process_Designer

 

The progressive capture looks ok,  can you please make sure that the release type is not reset somewhere in the BPM process?

 

Regards

Armando

[Guest Mohamed]

Hi @PeterL

When raising a release, do you have / select a Catalog Item when you select the Service? 
In addition, just to confirm a few more details, is the issue occurring that you physically select the Release Type and it doesn't register occasionally? 

Thanks, Regards

Mohamed

[PeterL]

@Mohamed
Yes is it selected within the progressive capture and set to mandatory after and should pull from a get details node within the BPM but sometimes this does not work. I have since taken out the check stage to ensure no more become broken. So the issue now is with the tickets mentioned where they are now stuck in limbo and cannot be closed due to the broken process. 
Thanks.