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BPM Fails when logged via "Email" but works when "Restarted"


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This was working fine until this weekend without any changes that I am aware of. 

The BPM issue is a follows

 

"Status : Failed

Last Updated On : 09 Nov 2020 08:57:56
Xmlmc method invocation failed for BPM invocation node 's1/flowcode-b0352867-2f33-4f4c-804e-b6b6d6a26918': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>notifyEmailCustomer</operation> <error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomer): nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 317/1: &quot;Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator. More details: EspMethodCall::invoke: Operation[mail::sendEntityTemplateMessage] Access token session mismatch&quot; throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013</error> </state> </methodCallResult>"
 
I am not sure why the BPM is failing to find the Email Template. 
If logged via "Self Service" or "Analyst" it works fine. 
 
Please see screenshot of BPM failing inside the "Manage Executed Process" 
 
If I restart the BPM on the case without any changes it will work fine so I know the BPM works fine. 
 
 
 
 
image.thumb.png.eecc9ece3f593450f581301af2223bf2.png
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Just wanted to add more Investigation details 

It was working successfully on 06/11/20 21:02:37 when an email was received into Service Desk

The next ticket to be logged via email was on 08/11/20 11:16:27

This failed with the above message but instantly worked when I restarted the BPM without creating a new case. 

 

 

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Just now, 7oaks said:

We are getting the same issue. Some scheduled calls assigned to the correct team, others haven't but all but did populate the Request list. How did you restart the BPM Jamie?

 

 

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If you go to 

Home>Applications>Service Manager>Business Process 

You should have an option on the right "Manage Executed Processes" 

(I believe if you cant see this its disabled in the settings". 

You can then find your BPM instance and restart it. 

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2 minutes ago, JamieMews said:

If you go to 

Home>Applications>Service Manager>Business Process 

You should have an option on the right "Manage Executed Processes" 

(I believe if you cant see this its disabled in the settings". 

You can then find your BPM instance and restart it. 

Thank you - much appreciated

 

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