Hornbill How To: Email
Home > How To > Service Manager > BPM sending emails after x number of days
|
The following is a complete list of the Email "How To" guides, hints, tips and videos that have been created to aid in the configuration and usage of the system. |
Related Articles |
BPM sending emails after x number of days
A customer reported an issue that if a call is closed automatically after 7 days, an email is sent to the customer saying it has been closed. If the analyst closes the call manually then no email is sent.
There are two scenarios when an email is sent from a request:
- the analyst does an email update on a request (actually sending an email using the corresponding "Email" action); - the business process has "Email To..." nodes which does the emailing when that node is reached in BP progression.
In the case of this customer their BPM has a manual task which, if it expires, will progress the BP through an "Email To..." node, this is why the email is sent after 7 days.
When an analyst does a manual action on a request (such as "Resolve" or "Reopen"), it will be independent of the BP, the BP will not action in any way on the request. Since the BP is responsible for all these emailing notifications, you will not have an automatic email being fired when an analyst does the above actions.
However, there is one scenario (an exception on the above) where if the BP has a suspend node "Wait for Request Resolution" and the next node is an email notification, then when an analyst resolves the request, the suspended BP resumes and progress to the email node and you will have the automatic email. This is not the case when the request is reopened and again resolved as the BP already progressed past the "Wait for Resolution" node....
The BP does work as intended. However when the BP reaches the "closure" stage, as set in the BP, then the action focus is on the "Await Closure" task. This is a manual task which has an outcome. The BP then will progress to the relevant branch based on this outcome.
When the analyst closes the request manually, it does not do it "via the task". So, the BP does not know that something happened on the request because it expects something to happen "via the task". So according to current BP configuration and functionality, if your analysts is manually closing the request at this point, no automatic email will be triggered.
What was advised in the customer’s scenario was to ensure their analysts progress the request via the task and not via the request "Close" action.