Case
I’m trying to execute a business process that would read a new Record added in the Case History Section (Case Message History Table) and update a Customized field in Case Section.
The following steps are inserted in the Business Process:
Step 1: A Signal that reads the [Case message history] object (Using Record Added Event)
Step 2: Reading the Case message History (Based on the ID of the Signal)
Step 3: Modify the Case Record (Related to the Case message History Record) – Updating a Field with the [Created On] value of the Case message History Record.
But no Executed, Running or Error message appears in the Process Log.
Is there any restriction related to executing this type o Business Process over the Case Message History Table or am I doing something wrong?
Solution
We have investigated the case and I would like to offer you a more viable solution. As far as I understand, you want to set the same value of a date/time column as the date/time of the last communication within the case. I would like to remind you that all emails in bpmonline are basically activities and you can work with them accordingly. We have an out of the box process called 'Reopen case and notify assignee on receiving an answer regarding the case' which is triggered once the email from the customer is received. You can check out a screenshot of it below:
You can use the following conditions in order to trigger the process once the new communication within the case is performed. After that you can use your read data element, that will read the Created On date/time of the activity and set it as the value of the column you need. The case message history object can still be used, but a deeper understanding of the relations within the objects is required. Currently, we recommend you to use the flexible and intuitive option provided to you above.