DougA Posted January 17, 2017 Share Posted January 17, 2017 I'm working on implementing email routing. My starting point was to take our Incident Management BPM but I've found that the automated tasks fail as per this error message. This is the BPM I'm using. Really all I need it to do is set the category, priority and assign the request to the Engineering group but it always fails on the very first Automated Task. I'm really hoping this is me being a dummy (again!) Thanks Doug Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 17, 2017 Share Posted January 17, 2017 Hi Doug, Thanks for your post. There are two separate options for defining the suspend option. In the properties of your Wait for Incident Owner node can you let us know if you are using these highlighted settings? Regards, James Link to comment Share on other sites More sharing options...
DougA Posted January 17, 2017 Author Share Posted January 17, 2017 Hi James, Yes, they are exactly the same as you've highlighted. Just to reiterate, if I delete the Suspend then the BPM errors on get request details. Thanks Doug Link to comment Share on other sites More sharing options...
DougA Posted January 19, 2017 Author Share Posted January 19, 2017 Any other suggestions? Link to comment Share on other sites More sharing options...
Guest Posted January 19, 2017 Share Posted January 19, 2017 Hi @DougA Looking at your BPM, there doesn't seem to be an issue with the way you have set it up - so I'd like to know exactly how you are testing this and generating this error message. You have mentioned you are testing Email Routing - do you mean specifically logging new request automatically via email? Also is this BPM in use anywhere else i.e. is this a direct copy of the Incident Process (which I assume is working without any issues?) My final query would be based on the line where you have mentioned "You would like this to be assigned direct to the engineers" - in that case, you could remove the "suspend" node and simply update the details and assign it to the relevant engineers team immediately. Let me know if I have misunderstood anywhere - hopefully this may be something quick to fix! Kind Regards Bob Link to comment Share on other sites More sharing options...
DougA Posted January 20, 2017 Author Share Posted January 20, 2017 Hi @bob_dickinson This BPM is now unique to incoming email routing. I've removed the suspend and the error is still on the 1st task which is now the Get Request Details, I'm sending test emails to the support-hantsfire@live.hornbill.com but when I try to view the created incident I get this error message. Hope that helps! Link to comment Share on other sites More sharing options...
Victor Posted January 23, 2017 Share Posted January 23, 2017 @DougA can you please try and turn OFF the bellow system setting and see if it does make a difference? Link to comment Share on other sites More sharing options...
DougA Posted January 24, 2017 Author Share Posted January 24, 2017 @Victor That's worked. It's now processing correctly! Many thanks Doug Link to comment Share on other sites More sharing options...
Victor Posted January 24, 2017 Share Posted January 24, 2017 @DougA good stuff ... Just to be aware, there is a downside to disabling this setting, I have explained it this post: Link to comment Share on other sites More sharing options...
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