Kelvin Posted September 23, 2020 Share Posted September 23, 2020 I have created a new Self Service form which collects some data and puts it into custom fields, and then sends an email containing these fields. If I complete this through Service Manager as a normal Service Request, the email is sent with the variables populated. If I log a self service call the variables are populated however if someone else logs a self service request the email comes through with the field names and not the content. I am thinking this may be permissions but am struggling to prove this as my colleague who is also an admin gets the same issue. I have just looked into the database view and can see that the Custom fields are not populated when other used log a request in self service. Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 23, 2020 Share Posted September 23, 2020 Hi Kevin, Are you using the option to map progressive capture fields to the custom fields or are you using a BPM update node to populate the custom fields from the questions? In most cases, the back end operations such as these run at a different permissions level than the users so my first thought is that it isn't permissions related, but I could be wrong. Link to comment Share on other sites More sharing options...
Kelvin Posted September 24, 2020 Author Share Posted September 24, 2020 Morning @James Ainsworth we are mapping directly to the fields in Progressive capture. it seems to be working this morning. I will continue to test and report back any issues. Thanks Link to comment Share on other sites More sharing options...
Kelvin Posted September 24, 2020 Author Share Posted September 24, 2020 @James Ainsworth After more testing its not working. Example SR00205486 - logged by a basic user through self service. The resulting email returns as If logged by a User through self service or Service Manager the fields are emailed fully populated. Link to comment Share on other sites More sharing options...
Kelvin Posted September 30, 2020 Author Share Posted September 30, 2020 @James Ainsworth Morning just wondered if you had any further thoughts on this Link to comment Share on other sites More sharing options...
Victor Posted September 30, 2020 Share Posted September 30, 2020 @Kelvin do you use same PCF when a request is raised via self-service as opposed from the user app? Can you give me some references as examples on the support request you have raised? Link to comment Share on other sites More sharing options...
Kelvin Posted October 1, 2020 Author Share Posted October 1, 2020 @victor Morning, I think I have found the issue and will carry on testing. I had 2 fields in the progressive capture that were linked to 2 custom fields of type integer however and this is where im not sure of the exact reason, the regex was not validating the whole number just the first character and if it found an error it would stop all fields mapping to their custom fields. I will post back here as soon as I have some results 1 Link to comment Share on other sites More sharing options...
Victor Posted October 1, 2020 Share Posted October 1, 2020 @Kelvin ok, no worries. I'll put the support request on hold for an update here when you have a chance. Link to comment Share on other sites More sharing options...
Nanette Posted October 5, 2020 Share Posted October 5, 2020 @Kelvin just following up to see how the testing is going? Link to comment Share on other sites More sharing options...
Kelvin Posted October 8, 2020 Author Share Posted October 8, 2020 @Nanette @Victor This is now working, we have found the issue to be the field type, when set to an integer custom field it breaks the form. As this field is for info only we have change to a VARCHAR. 1 Link to comment Share on other sites More sharing options...
Nanette Posted October 8, 2020 Share Posted October 8, 2020 @Kelvin Great news. Link to comment Share on other sites More sharing options...
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