BPM Error when creating tickets using Auto Routing

[AndyColeman]

Good morning,

Since updating our system this week, we are now unable to log tickets successfully via email. 

We normally send an email to  createservicerequest@hoarelea.com which then creates a service request for us. 

Since the update, the email still goes through but does not allow us to do much with the ticket and has the following error.

Any help would be appreciated.

Thanks, 

Andy

 

 

[Martyn Houghton]

@AndyColeman

If you go into Admin Tool, Monitor, Log Files, EspServiceService.log are you able to locate the full error as the red error box truncates most of it.

Also what version of Service Manager are you now on?

Cheers

Martyn

[AndyColeman]

Hi Martyn,

We are on 2.36.4 - 880 (Server Build - 2650)

I can't see EspServiceService.log but there is one for EspServerService.log in there however there is no errors that start the same way my error above does. 

Thanks for quick response. 

 

[Guest Ehsan]

Hi @AndyColeman,

Please login to the Admin Tool > Click on 'System' > 'Settings' > 'Advanced' > Filter by 'experimental.bpm.spawnAsync'. Change the value of this System Setting to OFF by press the slider.

Thanks,

Ehsan

[Guest Ehsan]

This problem will be noticed under very specific circumstances. Due to the recent maintenance work that took place in relation to performance improvements within Hornbill, some actions may be completed faster than others by the BPM engine (when a User raises a request from an email) and as the result of it and for security purposes, the Session is removed so that it cannot be misused but in this scenario, an action still requires the Session from the BPM engine.

This is under investigation but meanwhile as a workaround, please disable this System Setting so that you could resume your operations.

Thanks,

Ehsan

[AndyColeman]

Thanks Ehsan, this seems to work. 

Appreciate the quick fix. 

[Hornbill Staff DR]

Hi All,

to establish if you are effected by this issue and whether you need to take the above action in relation to the experimental.bpm.spawnAsync system setting, download and inspect your instances "ESPServerService.log" for the phrase "Security Failure". This will be preceded by the name of the BPM operation that failed due to the absence of a valid session.

The full output will typically look like: "2016-11-11 09:21:45Z [DEBUG]:[SYSTEM]:[1444] XMLMC Request Failed: FlowCode Exception ([application name]/entities/Requests/fc_bpm/[Name of BPM Operation]): Security failure"

You will most likely be effected if you have autorouting configured to log tickets automatically from email.

Dan