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.

Question

How to link a value from a section into a detail and every time this value is changed in the detail the section value got updated as well?

Answer

The best to implement it is to create a business-process launching on editing the record in detail object in the field you have value in. Then you need to read this record in the object. You need to read 2 fields - the main record ID and the field with value you want ti update in main record. Then use the element "modify data" to simply modify the field with the value taken from detail record and specify ID=ID you have read in the Read data element (main record ID).



You can find more details on BS creating here.

Case

Getting an error in order approval process, attaching screen shot for your further reference:

Solution

If you tried to apply changes to the order approval version of a built-in bpm'online process, please note that it was created earlier than the [Approval] element appeared in bpm'online and you got the opportunity to enable it in any section.

As you can see, this process does not have such element and the implementation logic of it is totally different from the approval processes that can be created now.

If you want to modify the out-of-the-box order approval process and use it, please create a new one by using the [Approval] element.

After that go to System designer -> System settings -> Order approval process and specify your custom process in the setting:

Question

How to see if the "Read Data" element will return something? The read data seems to return 00000000-0000-0000-0000-000000000000 for the Uid when it doesn't get anything.

Answer

If you try to fetch a GUID within the business process that does not exist it will be automatically populated with 0's. The easiest way to check the value of the retrieved UID would be adding an auto-generated page after the desired element, that would return the value you were trying to fetch.

Case

We need to set up a string field with the ID of a contact.

Is it possible to set this in the default value area in the objects section?

Answer

You can put the record id into string field with the help of the business process. Please check it below:

Question

How can I execute a C# script whenever an Opportunity is closed. Is there an API hook/Signal/Event I can use to know when this happens?

Answer

It is definitely possible. You can create a business process, which will be triggered each time the Opportunity status in changed to 'Closed' (https://academy.bpmonline.com/documents/technic-bpms/7-12/signal-start-event) and then you can add your script task afterwards (https://academy.bpmonline.com/documents/technic-bpms/7-12/script-task-process-element). 

 

Question

How I can choose the version of email template text according to preferred language of Contact (e.g.,French)? 

Answer

The task can be accomplished in the following way:



1. Create a copy of the template.

2. Add postfix -Eng to the English one and -Fr to the French one

3. Add Read data element to the business process and read the contact and the value of the 'Preferred language' field of this contact

4. Add the gateway and the flows that will separate the process for two parts - first one will be executed if the contact language is English and the second one - if it's French

5. Add Send Email element to both flows and specify the correspondent email template for each flow. 

Case

Notifications when contract is expiring. How can we track on execution and expiration with automated renewal reminders while also documenting discounts and rates?

Solution

You can set up a business process that will monitor the expiration date of the contracts and notify the users by sending emails or reminders (to the notification center). 

The start signal can be 'Start timer'. It can be launched at some specific time with some specific frequency. Learn more at https://academy.bpmonline.com/documents/technic-bpms/7-12/start-timer

Then you can use Send email element or set up the process like this: https://community.bpmonline.com/questions/how-notification-can-be-sent-business-process-different-users

Question

How to grant rights to the specific email using business process?

Answer

To grant access rights to  a specific email you need to open it and go to Actions -> Set up access rights and add the necessary users there:

Once the emails are visible to the users, the attachments will be too. 



If you need all the emails attached to cases be visible for the users by default, you can create a business process that will start every time the new activity with type = Email and CaseId filled in is added. The Change Access Rights business process element should be used to grant the rights for all the users that see the case. To find the correct users you can use Read Data element and read the users connected to the case. In case you'd like to grant the rights for all employees, it's even better. Just put 'All Employees' in Change Access Rights process element. 

Case

The notification of cases submitted within our SLA times but outside of our standard work hours (9-5pm EST and Canadian Holidays) are not coming.

To date I still do not receive any notifications of Cases coming in between the hours of 7-9am EST and 5-7pm EST. I believe the intent was to create an after hours support group which consisted of myself and trigger email notification of cases that came in during that time. Please advise.

Solution

The business-process "HFX Run process: Send email to Off-hours support" is working as it should be and it ends successfully. But the default business-process ends up with error due to the fact that it tries to use the first email in case and cannot find the email since the case cannot be found. This is happening because of transferring the CaseId to sub-process from one starting signal, but not from the other one. 

Here you have 2 starting signals:

And here is the CaseId parameter that is transferred to the sub-process:

Hence when the business-process "HFX Run process: Send email to Off-hours support" is launched from the second signal (modifying the case) the email will not be sent. Business-process should be adjusted so the ID could be transferred to parameter not from the starting signals.