"Email Template not found" error but template is present

[Berto2002]

Just received this message trying a simple "Email Owner" node:

Xmlmc method invocation failed for BPM invocation node 'stage-c05af8e7/flowcode-e5c3f817': <methodCallResult status="fail"> <state> <code>0207</code> <service>apps</service> <operation>notifyEmailRequestOwner</operation> <error>/apps/com.hornbill.servicemanager/flowcode/fc_modules/sm_xmlmc_helper.js(289): error X1001: Uncaught EspMethodCall::invoke: Operation[mail::getEntityTemplateMessagePreview] Email template not found: ChangeWindowExpired2024</error> <flowcodeError> <where>Execute</where> <filename>/apps/com.hornbill.servicemanager/flowcode/fc_modules/sm_xmlmc_helper.js</filename> <lineNumber>289</lineNumber> <columnPos>22</columnPos> <message>Uncaught EspMethodCall::invoke: Operation[mail::getEntityTemplateMessagePreview] Email template not found: ChangeWindowExpired2024</message> <errorCode>1001</errorCode> <stackTrace>getEntityTemplateMessagePreview at /apps/com.hornbill.servicemanager/flowcode/fc_modules/sm_xmlmc_helper.js(289:23)</stackTrace> <stackTrace>sendEntityTemplateMessageAndUpdateTimeline at /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_bpm_helper.js(1226:48)</stackTrace> <stackTrace>notifyEmailCoWorker at /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_bpm_helper.js(552:73)</stackTrace> <stackTrace>notifyEmailRequestOwner at /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_bpm_helper.js(673:29)</stackTrace> <stackTrace>at /apps/com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailRequestOwner.js(6:42)</stackTrace> </flowcodeError> </state> </methodCallResult>

But this template is present in the Change Requests are as it has been for some time:

 

I saw this in the error message: "sendEntityTemplateMessageAndUpdateTimeline" and had a look in the service. There is nothing in the email template box here but then we don't have service-specific email templates, I have not edited any of these lately and the node should not be trying to use any "entity template message"; it should be using the template listed in the node. I entered something in the Email Template box below and tried again to restart the CR and it still failed.

" had a loo

The CR is stuck and does not currently respond to a restart.

Not sure what to do. Posting here first for advice in advance of a Premier Support ticket.

Any help or advice appreociated.

[Berto2002]

I've also just see this error this morning also and cannot get it restarted. May or may not be related.

This was on an External Authorisation node:

[Berto2002]

state error is red herring

[Victor]

@Berto2002 why is "ChangeWindowExpired2024" template set against (or for) Change Requests?

[Berto2002]

@Victor Two reasons:

1. I 'moved' that template due to my comments against this issue (my symptoms were not quite the same as the others in the thread: the start and end times were not visible in the email variables when the template was in the Requests section so I migrated it to Change Requests section) 
2. The template is only to be used on Changes so I figured that was a better home for it.

[Berto2002]

@Victor I think you hit the nail on the head there. I re-created the 'same' template template (same fields, etc) in the Requests area and entered that template the re-loaded and it went through.

So I think there's a bug, right? The Change Request Workflow cannot send emails in the Change Request section of the Email Templates?

[Victor]

@Berto2002 Indeed, my initial assumption was that email nodes are exclusively compatible with templates associated with Requests. The limitation is not tied to specific request types; rather, email nodes are constrained to function solely with "Requests" email templates, from what I can see...

[Berto2002]

Have logged with Support. I either need the change workflow to be able to access the change templates or the request templates to be able to access change data. As it stands, I cannot add any change fields to emails...

[Victor]

@Berto2002 just a heads up, this might be more of an enhancement request rather than a fault with the product. Therefore, there might be limited assistance that support can offer in this case.

[Berto2002]

It's a bit of both. The issue is that change request fields used to be available in the Request emails until about end of April/start of May. Something prevented fields like change start and end being used in Request emails so I had to migrate to change requests; and then hit this issue. So I have a high expectation that the removal of change request fields from Request email templates should be treated as a bug as it worked for two years before May this year.

[AndyG]

Hi @Berto2002,

My understanding is, you are trying to use an email template which is defined under the "ChangeRequests" email template entity.

One of your screen grabs shows that you have the "Email Template Entity" option set to "Ignore".

The information on the "Email Template Entity" option says, 'If not supplied, this option will be set to "Requests"'.

Given this, I suspect that the node is looking for your email template under the "Requests" entity and can't find it, hence the error: "Email template not found..".

Therefore, my suggestion would be to set the "Email Template Entity" option drop down to "Manual" and then select "ChangeRequests".

Please let us know if this helps.

Many thanks,

Andy