Difference between revisions of "Configuring the BPM to send emails"

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==Introduction==
 
==Introduction==
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This How To will help you configure your BPM to send emails when certain conditions have been met. It also contains a brief explanation of some of the key things to check should you experience an issue where you expect a BPM to send out emails but it does not.  
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This How To guide will help you configure your BPM to send emails when certain conditions have been met. This guide should be used in connection with the Email Notifications section of the Service Manager Business Process guide on https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow
 
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==Configuring the BPM to send emails==
 
==Configuring the BPM to send emails==
  
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Generally, the BPM will send out emails based on the email template and these emails will be triggered if certain conditions are met in the BPM.
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Generally, the BPM will send out emails based on the email template and these emails will be triggered if certain conditions are met in the BPM. The BPM can be used to send email notifications to:
  
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[[File:exampleBPM.PNG|400px]]
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:* Email Contact
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:* Email Co-worker
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:* Email Customer
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:* Email Customer's Manager
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:* Email External Address
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:* Email Request Owner
  
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[[File:exampleBPM2.PNG|400px]]
 
  
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Sometimes making a copy of an existing BPM and associating this new BPM to a new Shared Mailbox should enable the sending out of emails, but if the BPM process is not sending any emails triggered in the process, then there are a few things that need to be checked:
 
  
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1. If you're using a shared outgoing mail routing setting as the email address on an existing domain and you want to create a second outgoing mail routing setting for a second email address on the same domain, ensure that you have a single outbound SMTP entry for each domain.
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as mention on the https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow page. The screenshots below show a node in a BPM that has been set up to send emails to a customer when a call is logged.
  
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2. Update the outbound settings and update the permissions on the account logging onto the Exchange server.
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[[File:ExampleBPM21.png|400px]]
  
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==BPM Error notifyEmailExternalAddress==
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[[File:exampleBPM2.PNG|400px]]
  
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Occassionally an error message referring to the notifyEmailExternalAddress may pop up. This is caused by not populating some values in the BPM. If the SendMail node is being used in the BPM, ensure the following are populated:
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In the screenshots above, the node 'Email New Incident Confirmation' is an Automated Task which has options to send an email confirmation of a new incident using the Servicedesk mailbox and the EmailConfirmationNewIncident template. In this case the mandatory values are the:
  
 
:*  Mailbox name
 
:*  Mailbox name
 
:*  Template name
 
:*  Template name
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:*  External email address
 
  
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For external emails to be sent out, these three have to be populated.
 
  
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[[Category:Service Manager]][[Category:How To]][[Category:How To - Service Manager]]
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The RequestId is also mandatory but that will be automatically picked up.
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The Mailbox name was obtained by going to Home > System > Email > Shared Mailboxes and the Email template was obtained by going to Home > System > Email > Templates so basically to carry out this exercise you will need to either be advised of the shared mailbox name and template names or have access to this area of the system.
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Once the notifications are sent out using the BPM, when you access the request using Hornbill application, this notification appears as shown below:
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[[File:exampleBPM3.PNG|400px]]
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When emailing Co-workers, Customers and Customer Managers, in the '''Process''' part of the BPM node, change the Task accordingly and ensure that you change the '''Email templates''' accordingly:
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:* To send an email notification to a Co-Worker, change the Task to 'Email Co-worker'
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:* To send an email notification to a Customer, change the Task to 'Email Customer'
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:* To send an email notification to a Customer Manager, change the Task to 'Email Customer's Manager'
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:* To send an email notification to a request owner, change the Task to 'Email Request Owner'
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In other scenarios you may need the email to go to a specific team whose email address is not held in Hornbill so it may be worth introducing the External address option as shown:
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[[File:exampleBPM5.PNG|150px]]
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[[File:ExampleBPM7.png|400px]]
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The example above shows an email node that would send notifications to an escalation team. The Email External Address task would need to be used because the notification would go to a group rather than an individual. The escalation team contains a number of email addresses.
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Sometimes it may be necessary to create a new BPM based on requirements and in such as a case, rather than creating a new BPM, you can make a copy of an existing one. However, remember to associate this new BPM to the Shared Mailbox and rectify the Email template being used.
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[[Category:How To]][[Category:How To - Service Manager]]

Latest revision as of 18:38, 8 February 2024

Home > How To > Service Manager > Configuring the BPM to send emails

Introduction

This How To guide will help you configure your BPM to send emails when certain conditions have been met. This guide should be used in connection with the Email Notifications section of the Service Manager Business Process guide on https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow

Related Articles

Configuring the BPM to send emails

Generally, the BPM will send out emails based on the email template and these emails will be triggered if certain conditions are met in the BPM. The BPM can be used to send email notifications to:

  • Email Contact
  • Email Co-worker
  • Email Customer
  • Email Customer's Manager
  • Email External Address
  • Email Request Owner


as mention on the https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow page. The screenshots below show a node in a BPM that has been set up to send emails to a customer when a call is logged.

ExampleBPM21.png

ExampleBPM2.PNG

In the screenshots above, the node 'Email New Incident Confirmation' is an Automated Task which has options to send an email confirmation of a new incident using the Servicedesk mailbox and the EmailConfirmationNewIncident template. In this case the mandatory values are the:

  • Mailbox name
  • Template name


The RequestId is also mandatory but that will be automatically picked up.

The Mailbox name was obtained by going to Home > System > Email > Shared Mailboxes and the Email template was obtained by going to Home > System > Email > Templates so basically to carry out this exercise you will need to either be advised of the shared mailbox name and template names or have access to this area of the system. Once the notifications are sent out using the BPM, when you access the request using Hornbill application, this notification appears as shown below:


ExampleBPM3.PNG


When emailing Co-workers, Customers and Customer Managers, in the Process part of the BPM node, change the Task accordingly and ensure that you change the Email templates accordingly:


  • To send an email notification to a Co-Worker, change the Task to 'Email Co-worker'
  • To send an email notification to a Customer, change the Task to 'Email Customer'
  • To send an email notification to a Customer Manager, change the Task to 'Email Customer's Manager'
  • To send an email notification to a request owner, change the Task to 'Email Request Owner'


In other scenarios you may need the email to go to a specific team whose email address is not held in Hornbill so it may be worth introducing the External address option as shown:


ExampleBPM5.PNG

ExampleBPM7.png

The example above shows an email node that would send notifications to an escalation team. The Email External Address task would need to be used because the notification would go to a group rather than an individual. The escalation team contains a number of email addresses.

Sometimes it may be necessary to create a new BPM based on requirements and in such as a case, rather than creating a new BPM, you can make a copy of an existing one. However, remember to associate this new BPM to the Shared Mailbox and rectify the Email template being used.

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