Automation nodes to create a new contact

[Lee C]

Hi,

Can anyone supply me with the nodes to create a contact from a workflow when a ticket is raised by email?

I currently have this setup the way i believe it should work but its not creating it, i want the flow to go straight through if a contact is already there but to stop create the contact if one is not there then the flow to continue

Get source email details > create new contact

First name: External

Second name: &[global["flowcoderefs"]["getEmailInformation"]["fromAddress"]]

Email address: &[global["flowcoderefs"]["getEmailInformation"]["fromAddress"]]

I set up the above as a test just to see if the contact creates but the flow just goes straight through so i know i have something wrong in the nodes but cannot see what, any help is appreciated!

[Conor]

Hi @Lee C

I have recently created a simple workflow to do something similar, it will create a contact record and grant portal access, but my example doesn't have a decision in there to skip the contact creation if there is already a contact. That should be a straight forward addition though if you check if there is no customer on the request and branch on that decision.

I've attached the workflow, it was for a specific scenario so please update it to work with your data, but the contact creation bit definitely works. A couple of things about the workflow - The task at the end isn't needed, if you get rid of that it would be completely automated, I left it in there for demonstration purposes. The get manager details for the authorisation node is hardcoded, but would likely look at a value against the org / contact record in reality. As I say it'll need an update to work in your instance, so if those bits aren't relevant simply remove them.

The above will create a contact through a workflow, but just to highlight another option - there is a setting to enable quick contact creation from the customer search form, and clicking on an unknown email address in the shared mailbox will also provide access to the same contact creation form. Just saves having to use the workflow for the contact creation, but the workflow is also attached if required. The benefit of the workflow is that it also enables customer portal access automatically.

The setting to enable the create contact button is app.itsm.progressiveCapture.customerSearch.allowAddContact in the service manager settings. The create contact button on the customer search form looks like this: 

and the create contact option in the shared mailbox is here: 

store-manager-change.draft.bpm.txt

[Lee C]

1 hour ago, Conor said:

Hi @Lee C

I have recently created a simple workflow to do something similar, it will create a contact record and grant portal access, but my example doesn't have a decision in there to skip the contact creation if there is already a contact. That should be a straight forward addition though if you check if there is no customer on the request and branch on that decision.

I've attached the workflow, it was for a specific scenario so please update it to work with your data, but the contact creation bit definitely works. A couple of things about the workflow - The task at the end isn't needed, if you get rid of that it would be completely automated, I left it in there for demonstration purposes. The get manager details for the authorisation node is hardcoded, but would likely look at a value against the org / contact record in reality. As I say it'll need an update to work in your instance, so if those bits aren't relevant simply remove them.

The above will create a contact through a workflow, but just to highlight another option - there is a setting to enable quick contact creation from the customer search form, and clicking on an unknown email address in the shared mailbox will also provide access to the same contact creation form. Just saves having to use the workflow for the contact creation, but the workflow is also attached if required. The benefit of the workflow is that it also enables customer portal access automatically.

The setting to enable the create contact button is app.itsm.progressiveCapture.customerSearch.allowAddContact in the service manager settings. The create contact button on the customer search form looks like this: 

and the create contact option in the shared mailbox is here: 

store-manager-change.draft.bpm.txt 221.96 kB · 0 downloads

Awesome thanks @Conor will this work for mails from external staff who do not have a contact record?

Also whats the automation node for it to check if no customer is on the request, is that the suspend wait for customer? i put this in before but when i did the branch i wasnt sure which expression to use to recognise a contact record is already there!

[Lee C]

I also just want to create a contact not a new hornbill user account, so i am not sure if the workflow shows me anything different than i have already done, much appreciated you sending it on though

[Conor]

Hi @Lee C

Yes the workflow only creates a contact record, not a Hornbill user account. To create a Hornbill user account that would require different settings to the ones in the attached workflow.

The decision I was thinking would be based on a get request info node -> is customer id set? If no then create contact record, if yes then don't create contact record. 

Suspend wait for customer would pause the workflow and wait for an analyst to set the customer against the ticket, so not the one you want. You want a decision node instead of a Hornbill automation node

[Lee C]

1 hour ago, Conor said:

Hi @Lee C

Yes the workflow only creates a contact record, not a Hornbill user account. To create a Hornbill user account that would require different settings to the ones in the attached workflow.

The decision I was thinking would be based on a get request info node -> is customer id set? If no then create contact record, if yes then don't create contact record. 

Suspend wait for customer would pause the workflow and wait for an analyst to set the customer against the ticket, so not the one you want. You want a decision node instead of a Hornbill automation node

.

 

[Conor]

@Lee C Yes pretty much exactly that, the only difference in mine is I have if the customer id is set or not (rather than = blank)

[Lee C]

23 minutes ago, Conor said:

@Lee C Yes pretty much exactly that, the only difference in mine is I have if the customer id is set or not (rather than = blank)

Yep @Conor thanks so much for sharing the flow and the advice, got it working