Automated customer change issue

[LawesD]

Hiya, we have a self-service bpm that logs a job - the first thing that happens is it changes the customer, from the person who completed the form to a username  given in a custom field. 

• This is completed by basic users
• It worked up until sometime in the last 2 months
• Everything but the customer change still functions

I've narrowed it down to find that the BPM only changes the customer (as desired) if the person completing the self service form was a full User and has the Incident management user role.

This seems like a bug to me? Can it be fixed/circumvented?

Many thanks

[Nanette]

This is being addressed under defect ref: KE00178558. Due to be fixed in the next Service Manager release.

 

 

[LawesD]

Thank you Nanette, 

Is there a scheduled date for the new release?

[SJEaton]

Hi! It seems I am having this issue too.  Any news on when the fix will be released please?

Sam

[Berto2002]

@SJEaton, @LawesD I logged this as an Incident on 09/08/23 with Premier Support. I suspect it was introduced by SYS_SYSTEM On 02-08-2023 06:32 (Release Date: (Build: 2910)

I gather it's in the SM release that was delayed last week; Customer Success said it should be this week so I'm hopeful.

[Kelvin]

@Nanette Is there any news on when this might be fixed as it is starting to have a big impact on our service.

[Berto2002]

@Kelvin I was informed on Monday this week that this issue, "KE00178558" would be fixed in the release we had this week:

.. but I cannot see any reference to it in these release notes.

@Nanette would appreciate clarity please or @Steve Giller.

[Nanette]

@Berto2002 @Kelvin we can confirm this issue was addressed in the above release, there was an oversight in including this information in the release notes - Apologies!

[Kelvin]

@Nanette Thanks for confirming. In that case I may be doing something wrong. Can someone cast their eye over the following please.

Intelligent Capture

In the Workflow I have a 

followed by 

I have also tried using the 

The Customer field is not updated in both tests. What am I missing (im sure it will be obvious)

[samwoo]

Hi @Kelvin,

Can't be 100% sure about this, but at a glance from your screenshots, make sure that when you select the field from the Intelligent Capture, you use "Raw Value" instead of "Display Value".

I would expect "Customer_Name" to look like "Customer_Name_value".

Also, it would be better to use Co-worker (from variable) instead of Co-worker.

Thanks,

Samuel

[Kelvin]

@samwoo Thank you it was the Raw Value, although we did previously test, maybe I forgot to publish. The Customer_Name was our chosen field name so was correct.

Really appreciate you looking at this

[samwoo]

No worries at all @Sam P - I had hoped I saw the solution there  

[LawesD]

Hello All, 

I've just tested removing the Incident management user role & reverted our guinea pig to basic user - the issue is still apparent. 

Is anyone else still having the issue?

[Berto2002]

After the release above that this issue was touted as fixed in we detected a recurrence and we raised another Premier Support ticket which remains with Support. It seems some instances were fixed but not all.

[LawesD]

Hello all,

is there perchance any update to this issue?
 

TIA

 

[Berto2002]

From a fellow user perspective it's upsetting our customers and messing with our workflow so I have asked Hornbill Customer Escalations to prioritise it. Hornbill noted on Tuesday 24th, "Our developers are aware that the fix in the recent Service Manager release does not appear to have been effective.  They are looking into a solution and once I know more I will of course pass on the next steps".

[Berto2002]

HB have found this is a defect and is logged as KE00179871 (Not changing customer when using the Change Customer node if Request is raised by a Basic USER).

I have not seen it appear on the Published Defects list so assume it's planned to be in a forthcoming release at some point.

@LawesD @Kelvin @SJEaton