Hello,

Hope you're doing well.

If I understood your question correctly, it seems there is some issues with permissions, on this demand we would like to suggest you update Organizational and Functional roles, Object permissions as well to apply the latest changes.

Regards,

Roman

Roman Rak,

thank you for your unswer. We did all that, but the issue wasn't resolved. This seems line an issue with routing. Can you help with which js module is responcible for routing? So we can try to debug this. 

Thanks!

Юлія Дяків,

Thanks for your prompt response.

It's still a bit unclear what you mean under "when portal user follows direct link to record that has no section". Could you please provide us with screenshots or with a recording of the issue reproduction? If it's not possible, please contact us via email (support@creatio.com) so we will be able to review your request with more details.

Regards,

Roman

Roman Rak,

when I say "when portal user follows direct link to record that has no section" I mean that this linl is link to edit page of detail records. So we have section for Entity1, open edit page1 from there. And inside of the page1 there is detail with list of connected records - Entity2, when we open some record from detail we open edit page2. There is no section for Entity2, only detail. But we can construct direct link to Edit page2 and give it to user. When licence user follows it all works correctly - edit page 2 is opened. But when portal user opens it - he is redirected to PortalMainPageModule.

Does this clarify a bit the problem? 

Regards, Iuliia

Hello Юлія,

Thank you for rephrasing the issue description.

At first, in case you are on the record page (let it be Activity page) trying to open the record from the detail on that page (let it be related to Account record), the link in the address bar is not being changed, so if you copy this URL and pass it to the portal user who doesn't have access to the Activity section, the behavior will be the same — user will be redirected to the home portal page. So in case, you want to provide the link for the Account detail record, you will need to open this detail record in a new tab/window, after that there will be available the proper link (this is OOTB logic and for now can not be changed, but we already have created a functional request for our developers on this topic).

Also if you shared the proper link to the needed record and the portal user still faces the same issue, please check access settings exactly for this record (at least there should be added this portal user or all needed portal users, user roles), because it looks like that user doesn't have the appropriate access to that record or section in general (we have tested, and it looked exactly how you described the issue).

Regards,

Roman

Roman Rak,

thanks for taking time to explain all those details.

But the case is that user has all rights that he needs to see this record. Portal user can see data in record Activity when he follows Activity Section => Activity page => Account detail => Account page (taken as example from your explanation)  but when opening direct link to Account page he is redirected to  PortalMainPageModule. (in our system Account object from example does not have section, only detail. We think this is important detail because when portal user follows direct link to some page that has section - no issue reproduced. )

 The link itself is correct and leads to correct edit page for licence users.

I was able to record video of described behaviour, but unfortunatelly can't attach gif file here.

As there is no error in console, we can't debug this issue, to find the cause. So we need some hint what part of routing behaviour to check for issues. 

Thanks.

Hi, I have the same issue. This PORTAL user has the all access rights and in v.7.14 can open url. But after update to v.7.18.3 - redirect to Main Page. Why? Do you have some ideas?

Hello,

If the issue appeared after the upgrade to the latest version, we suggest checking upgrade logs as far there could appear some issues that affected the access rights. Also, the website can be restarted and re-licensed, after that please flush Redis and check all the needed updated licenses.

Regards,

Roman

Hi Mitch,

Thank you for your question!

In order to change the font, please edit the template according to your needs, then select the whole text and choose the fond needed. Unfortunately, this is the only option at the moment. Currently, there is no possibility to apply the font by default for regular emails. Our R&D team has a functionality request in an "Accepted" status regarding the possibility of applying default font for regular emails so we can expect this logic in one of the nearest releases. 

Kind regards,

Anastasiia

Hello!

Thank you for your question!

It can be deactivated in object settings in tab 'events':

Just unclick the element you no longer need.

Kind regards,

Anastasiia

Anastasiia Lazurenko,

thanks, but I actually did that already (see my original message: "

I tried to deactivate Event taht was catched in this start point - but that didn't remove the start point itself." ). This Event is not trigered, but start poin in Processs is still there

What did I do wrong there? 

Thanks!

Юлія Дяків,

Hello!

Thank you for the information!

In this case the best way to resolve this is to:

1. Try changing the Start Signal by clicking the Gear button and to see if this helps deleting it;

2. If this won`t help, the fastest and the most convenient solution would be creating a new Business Process copying the Diagram and the settings of this Business Process.

Please make sure to deactivate this current process after you create a new one from scratch (copying it may result in the same error)

Hope this helps!

Thank you!

Regards,

Danyil

Danyil Onoprienko,

thank you. 

Changing the Start Signal didn't help to delete it, unfortunatelly.

As for the solution describd in 2. it could work, but isn't the best approach: in case process is big, with a lot of elements, such "cope-paste" could lead to mistake, and needs extencive testing aftervards.

Best regards, Iuliia

Hello,

Thank you for your patience.

We have confirmed that this is an out-of-the-box behavior of an Entity (event) sub-process. You can delete the whole box itself, but not the start-element within it:

There is no way of deleting the start element in this Event sub-process.

Hope this  clarifies!

Regards,

Danyil

Danyil Onoprienko,

thank you so much for clarification. This seems to ne unnecessary limitation to my view, but you surelly have a reason for such behaviour so we will keep that in mind. Thanks again!

Hi!

We reviewed this add-on and fixed the problem.

You can install the latest version with fix on this page:

 

https://marketplace.creatio.com/app/itsm-service-creatio

Hi, I installed and didn't get some features mentioned in the manual, for example the "Dependence of case priority on urgency and impact level" lookup isn' installed, and also cannot add it, so this object isn't in the package, so when add urgency and case impact Priority didn't change as docummented

Have some package update?

Thanks

Hi Julio,



We have reviewed this solution. It is deprecated, not supported, and does not meet the current Marketplace requirements. We have removed this app from the Marketplace and do not recommend using it.

That you for bringing this to our attention.

We are going to publish a new Banza ITMS box for Creatio solution in the near future. I believe that solution will cover your needs. You can learn more about it in the Coming soon section.

It means that you are not authenticated properly in the application (see location part  "/Login/NuiLogin.aspx?ReturnUrl=%2f0%2fodata%2fAccount", you were redirected to the login page). You need to check all the cookies that are passed to the OData request that you send and compare it with cookies you get in Postman + perform more tests to see which cookie set will result in a successful call.

Oscar Dylan,

If the authentication error, it should be 401 or 403 status. But here it is always redirect to login page with 302. verified the headers from Postman and client app both, those are identical. 

Anusha,

That is correct - the resource was found, but you need to authenticate first (once again, pay attention to the location path /Login/NuiLogin.aspx?ReturnUrl=%2f0%2fodata%2fAccount). The system automatically redirected you to the login location.

 In Postman you receive 200 OK to the request, but before it you receive 302 response (can check in the Postman console):

Hi Oscar,

Thank you very much for the information, but still I'm confused authentication approach. This is what I'm doing.

When I get 302 for Contact endpoint, then I perform the authentication to  auth endpoint  POST call <Creation-app-host>/ServiceModel/AuthService.svc/Login with the body [1]. Then I see cookies details in the response with BPMCSRF cookie with 200 response.  Then I send again the Contact endpoint with those auth cookies, [2]  are the headers which I send to Contact endpoint again. But still same 302 redirection is there even after successful authentication. 

Could you please help me on this.

--- does the above approach wrong

--- does the auth headers wrong mentioned in [2]

If above approach wrong, please help me to find request format from the client application to complete the successful Contact create through the  client.

[1] body

{

   "UserName":"xxxxxxxxx",

   "UserPassword":"xxxxxxx"

}

[2] . Headers

Accept: application/json;odata=verbose[\r][\n]"

"BPMCSRF: cvHrL0GEHYdswl1QZh8Ie.[\r][\n]"

"ForceUseSession: true[\r][\n]"

"Set-Cookie: .ASPXAUTH=F82E.... "

"Set-Cookie: BPMCSRF=cvHrL0GEHYdswl1QZh8Ie."

"Set-Cookie: BPMLOADER=zchmt5tlzildsx22zlle1wnk"

"Set-Cookie: UserName=93|117|112|101|114|118|105|115|101|114"

"Content-Type: application/json; charset=utf-8[\r][\n]"

"Content-Length: 228[\r][\n]"

"Host: 103594-crm-bundle.creatio.com[\r][\n]"

"Connection: Keep-Alive[\r][\n]"

"User-Agent: Synapse-PT-HttpComponents-NIO"

Hi Anusha,

Unfortunately you have to run test and find a way to pass the cookies to the request properly in terms of your integration. For example I have this cookie header in Postman:

BPMSESSIONID=xjjysy25na5ig5sqbgdyxd14; visid_incap_2180455=49BJJNmNT1uK2vo4spt1YM3yQWEAAAAAQUIPAAAAAAB7xEOk/CkixDKkf1pVpw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ulHtF40aiiRNzRWk5BMTWO; BPMLOADER=mnbxfikelfxqnnl2iz0aiobd; BPMSESSIONID=xjjysy25na5ig5sqbgdyxd14; UserName=83|117|112|101|114|118|105|115|111|114

And I guess all of them should be also passed to your request. This is not something that can be solved on the community, you need to test your integration authentication to find a correct way.

Also check if your authentication in terms of your integration is configured in the similar way to the one explained here.

Hi Oscar,

Thanks for the information. I will check further.

Thanks & Best Regards

Anusha

Hello Akshit,

Unfortunately, Creatio does not provide any out of the box way to modify the login page, except changing the logo picture. 

However, you can modify Login page by modifying NuiLogin.aspx file in the /Login folder. If you need to apply those changes on any instance on our servers simply send us an email with instructions of what should be modified and we will apply the changes. 

Best regards,

Max.

Hello Akshit, 

Actually there are couple ways to hide it.

The first one - you can find the implementation of this button by inspecting it, get the name and find the schema where this button is located. Then create replacing view mode where parent object will be the page where this button is located. So add the next code to the new schema(but change captions and object/buttons names according to yours):

define("InvoiceSection", [], function() {

    return {

        entitySchemaName: "Invoice",

        details: /**SCHEMA_DETAILS*/{}/**SCHEMA_DETAILS*/,

        diff: /**SCHEMA_DIFF*/[{

                  "operation":"remove",

                  "name": "YourButtonName"

            },]/**SCHEMA_DIFF*/,

        methods: {}

    };

});

The second way - hide it with using CSS by "visibility: hidden;" or "display: none;". But for such implementation you also need to inspect this button and get its name. Please check out this post about the way to hide it with CSS style:

https://community.creatio.com/questions/how-remove-tag-button

And this one might be really helpful to get some additional info: 

https://community.creatio.com/questions/how-add-custom-style-control-pa…

Best Regards, 

Bogdan L.

 Hello Autumn,



The issue takes place because the action 'Reply all' does not bind the email to the case.

Please, see the screenshots below for clarity.

If it is necessary to keep an email thread, the Case number needs to be entered manually.

If an email can be sent without a running list of all the succeeding replies starting with the original email, one can be sent from the Case page directly.

In this case, an email will be automatically linked to the case. 

The 'Reply all with template' feature, which allows to reply directly from the Case page, automatically binding to the case and to keep the email thread.

Please note, that Apart from the listed options, you can set up automatic email binding to any section record in the system. Such functionality is available in the ‘Rules' for connecting emails to system sections’ lookup, where you can create your own rules for connecting emails to sections. 

Best regards,

Bogdan

Hello Shira, 

The mentioned situation occurs according to the OOTB logic and the configurations set for the Queues. As an example, if you have filter "Assignee is not filled in" for the queue then when the agent opens the case from the queue, it is being automatically assigned to the agent (expected behavior). 

For the case to be put back into the queue, the agent needs to press "re-queue" button. Also, let me mention, that the case won't be re-queued immediately, but within update frequency specified in queue's settings. 

Best regards, 

Anastasiia

But using the "re-queue" button is automatically putting the case at the beginning of the queue. I need the case to get back to the same position it was before it was pulled from the queue.

How can I do it?

Anastasiia Zhuravel,

But using the "re-queue" button is automatically putting the case at the beginning of the queue. I need the case to get back to the same position it was before it was pulled from the queue.

How can I do it?

Shira Shatz,

I would advise to check the following article in order to configure the desirable queue sorting:  https://academy.creatio.com/docs/user/service_tools/contact_center_tool…



By a default while clicking the [ Re-queue ] button (to put off processing the case), the [ Agent desktop ] section will be displayed again. The postponed case will be placed at the end of the queue regardless of the set record sorting rules in the queue.

By clicking the [ Cancel ] button (to cancel processing the case), you will as well return to the agent desktop and the case will be queued back to the same position it had before you started processing it.

More detailed information can be found here:

https://academy.creatio.com/docs/user/service_tools/contact_center_tool…

 

If the issue persists despite the mentioned above recommendations, please email us at support@creatio.com, so we will be able to check the corresponding configurations and advise in more details.

Best regards, 

Anastasiia

Anastasiia Zhuravel,

By clicking the [ Cancel ] button (to cancel processing the case), the case is displayed only to the operator that pulled it from the queue. This is what my problem is about. The main problem is that the same case that was canceled (let's say by me) will not be displayed for the rest of the agents on their agent desktops!

Hello George,



You can set up access rights for each channel in the feed section:

Best regards,

Bogdan

Hi Bogdan,

I updated access rights for only System Administrators to Read/Edit/Delete but Feed and all of its contents are still available to each of our users.

Feed is still viewable and editable regardless of the role our users are in. Are there any additional settings to restrict this access?

You can completely remove the Feed tab from a page by adding the following into the methods of the page: 

onRender: function() {
    this.callParent(arguments);
 
    var tabs = this.get("TabsCollection");
    if (tabs.contains("ESNTab")) {
        tabs.removeByKey("ESNTab");
    }
}

Ryan