Two stage closure workflow not working

[lee mcdermott]

Hi 

 

I am trying to set this up as per Resolve and Close (hornbill.com)

 

I am having trouble getting the workflow to reopen the call and follow the Decision as below.

I have the Suspend Wait for status change which does work to that point.  But when the status is then changed to Open (after selecting re open call) the workflow follows the No Match path and ends the process even though the status of the call does change to Open again?

The re-opened by Customer option I am not 100% sure if it makes a difference but I was re opening as an analyst as not sure how to enable a customer to reopen their call. But I cant see this making a difference as long as the call is reopened?

• Decision Node
  Following the suspend node, the decision node will determine the status that the request has been changed to.

  1. Reopened By Customer
     This decision criteria is based on if the status has been changed from Resolved to Open.
  2. Expired
     This decision criteria is based on if the status has remained as resolved and Expiry Time we provided has elapsed. The expiry time is in working hours and will adhere to the hours configured in the “ServiceDeskDefaultCalendar” working time calendar found in Hornbill Administration.
  3. No Match
     This refers to the only other option, which is that the request has been closed – and the criteria is based on if the status has been changed from resolved to closed.

 

 

The Re-Open decision Branch is set as follows

Any ideas if this is configured correctly or why it is not working?

 

thanks

lee

[Peter Clough]

The outcome is just looking for success or failure, it won't carry the actual status. You want to be using the Request Status output, second from the bottom on the list of output parameters on your first screenshot. Check that matches Open, or possibly status.open, and it should work.

[Victor]

45 minutes ago, Peter Clough said:

Check that matches Open, or possibly status.open, and it should work.

Fixing this statement:

45 minutes ago, Peter Clough said:

Check that matches Open, or possibly status.open, and it should work.

status.open is the status param value returned by Get Request Information. The Suspend Wait for Status Change param value does not contain the "status." prefix.

[lee mcdermott]

@Peter Clough

@Victor

Thanks both, Actually I should have said I originally had it set up as Request Status = Open and it still wasn't working so my last change was to change it to Outcome = Open thinking that may sort it.

 

So i did have it set as but this didnt work either it still went down the No Match route?

Open isnt case sensitive or anything and need to be lower case?

[Victor]

@lee mcdermott hmm... put this node right after suspend node, this will create a timeline entry with the value returned by suspend, let's see what that value is...

 

[lee mcdermott]

@Victor

 

still the same it has updated the timeline as Open.

 

With the Reopen Decision set as 

[Victor]

Oh well, it is status.open.... great... (could have sworn it was just open)....

@lee mcdermott the update says the value is actually "status.open" not "open" so that's what we need in the expressions. Therefore change:

@Peter Clough I was wrong above, my bad...  

[lee mcdermott]

@Victor @Peter Clough

 

success thanks for your help it is now working...

[Peter Clough]

31 minutes ago, Victor said:

@Peter Clough I was wrong above, my bad...  

I forgive you.

I was surprised that was right too, honestly, I also figured it would just be Open.