Problem using the 'log new incident' task in BPM after latest update

[Guest Paul Alexander]

We're having problems raising a linked request through the BPM since the latest Service Manager update.

These requests have worked fine for the past couple of years, but are crashing this morning with this error:

Status : Failed

Last Updated On : 12-04-2022 09:36

Xmlmc method invocation failed for BPM invocation node 's1/flowcode-ad2819e6-7a0e-4955-b450-913f2811f27f': <methodCallResult status="fail"> <state> <code>0207</code> <service>apps</service> <operation>logRequestIncident</operation> <error>/apps/com.hornbill.servicemanager/entities/Requests/fc_modules/log_request_bpm_helper.js(512): error X1001: Uncaught EspMethodCall::invoke: Operation[data::profileCodeGet] The specified code &apos;13&apos; does not exist</error> <flowcodeError> <where>Execute</where> <filename>/apps/com.hornbill.servicemanager/entities/Requests/fc_modules/log_request_bpm_helper.js</filename> <lineNumber>512</lineNumber> <columnPos>57</columnPos> <message>Uncaught EspMethodCall::invoke: Operation[data::profileCodeGet] The specified code &apos;13&apos; does not exist</message> <errorCode>1001</errorCode> </flowcodeError> </state> </methodCallResult>

 

 

This option is part of a set of parallel tasks and, when it fails, it is then cancelling all of the other activities in the parallel group.

 

I have reported this to Support, but thought I'd add it here in case anyone else is having the same problems. 

 

[ArmandoDM]

Hello @Paul Alexander

the error indicates that the specified request category (ID=13) does not exists.

May I ask to check if the category actually exists (in the table h_sys_profiles there should be a record with h_id = 13).
You shouldn't find it, hence the error. 
May you please check that in the BPM block creating the new incident is set a valid category ?
 

Regards

 

Armando

[Guest Paul Alexander]

HI @ArmandoDM

I've updated the 'category' in the BPM and this does now seem to work thanks. (You were correct - there was no 'h_id = 13')

Is this a part of the new update? We've used this BPM for ages, and it has successfully logged linked requests before, so do I need to check all of our other processes which might log a linked request to make sure they're updated too?

thanks

 

[ArmandoDM]

Hi @Paul Alexander

great news.

The BPM operations to log new requests have been improved and released in this build, so it will trigger an error if the category you want to set on a request is invalid rather than logging a request with no category and you're unaware of it.

Yes, I suggest you double check also the other BPM operations logging new requests.

Regards

Armando

 

 

[Guest Paul Alexander]

3 minutes ago, ArmandoDM said:

The BPM operations to log new requests has been improved

Improved by making it break when I use it........

 

 

 

[ArmandoDM]

improved performances an checks, plus additional input params  

 

[sprasad]

We have 2 issues:
Issue #1 : The 1st is when raising new requests, the sub category is not always committing. Once you select the sub category and move away, the details seem to disappear. When you click Next to load the Next Page, it is Blank so you have to cancel the Request and start again.
The 2nd time around, you have to click on the sub category at least twice otherwise it goes round in a loop. 

Issue #2 :  When logging a new request from an email, that has attachments, on the last form you are unable to View the Images.
When you click on the Image, you get redirected to another web page + below Error:
Invalid content access token

https://mdh-p01-api.hornbill.com/idoxsd/dav//secure-content/inline/oMbugpXyFpEGIgkMkWSXrlZkSZgAMbR4sMyywniD3Ut6tKBVt3gFE2Z0kLyFcotGDD_DCNAcv8BMdaK7KEWb8sohn-ouo924z5wT1eR7gidJnCVBjnUsnydvm5u_ROQby_bs74IxASTZNxkcIlAYi5o6yUJLbRiwa5lrc_ifREFXNLbQ&file=image001.jpg?download=true&filename=image001.jpg

[sprasad]

Copy of Error:

[Guest Ehsan]

@sprasad,

Thank you for bringing this to our attention, the team will investigate the issue and get back to you.

[ArmandoDM]

Hi @sprasad

we are trying to replicate with no success the issue #1.

Is this something happening intermittently or its always the case?

For us to replicate, it could help some extra info about the progressive capture you're using, if you could give us some details we'd appreciate.

Kind Regards

 

Armando

 

 

 

[sprasad]

Hi @ArmandoDM thanks for looking into this.  I asked the affected user to replicate this and it seems that some categories from the Service do work but a few seem to fail.  As such, do you think it may be an idea if I supply a passcode direct to you so you can look at our instance?

[ArmandoDM]

Hi @sprasad

yes please. 

If you can send to me in a private message the passcode and details on where to look for the issue, I'll pass it to one of my colleagues for investigation.

Thank you

Armando

 

[sprasad]

Passcode supplied to @ArmandoDM together with example email and details of Service/Catalog item which is affected. 

[ArmandoDM]

Thank you @sprasad

I will keep you updated

Regards

Armando

 

 

[ArmandoDM]

Hello @sprasad

we were able to replicate the issue #2 and we're working on a fix. I will keep you updated as we progress.

As far the issue #1, as confirmed in the messages, this has been fixed already.

Thank you

Armando

 

 

[sprasad]

Another issue following the change to Hornbill has had an impact on the list of services, it's huge
The list of services does not appear to be filtered when raising a specific request type, i.e. change request or service request.
It seems to display All your Services rather than that of the external customer.

[Guest Ehsan]

@sprasad,

An update will be applied to your instance which will address this issue.

[Guest Ehsan]

@sprasad,

An automatic update has been applied to your instance to address the known issues with the new Intelligent Capture engine, please clear your browser cache and refresh the page. Apologies for the inconvenience this has caused. 

Ehsan

[sprasad]

Many thanks @EhsanI have cleared my browser cache and this is now working correctly.
Appreciate the prompt resolution. 

[sprasad]

Good morning @ArmandoDM
Do you have an update to our issue #2 as reported on 12 April 2022, please?
Issue #2 :  When logging a new request from an email, that has attachments, on the last form you are unable to View the Images.
 

--> we no longer are directed to a new tap and presented with an Invalid Content error
BUT when we click on the Images now, it does not respond at all.

Thanks. 

[Guest Ehsan]

@sprasad,

A fix for the attachment issue was already deployed to all instances. Are you able to recreate it even after clearing your browser cache?

[sprasad]

Morning @Ehsan - Yes, Issue #2 with being unable to open attachments when raising new requests from Emails still persists, even after clearing browser Cache/cookies.

[Guest Ehsan]

@sprasad,

We will have a look thanks.

[sprasad]

Hello @Ehsan @ArmandoDM - my users confirm that this issue is now resolved.

Thanks very much for applying the fix.