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Send OLA or MAX_INTERVENTION_DATE to email
#1
Hi all,
I want to send the OLA to the technician in the email he receives after the hotline has requalified the incident but the value is still empty.
How do I get this value before the email is sent to the technician or the group?
how to do the same when the incident is attributed to support by the group leader?
Thanks for your help.
Jkonan, proud to be a member of EV CONNECT FORUM since May 2019.

#2
(05-06-2019, 07:15 AM)Jkonan Wrote: Hi all,
I want to send the OLA to the technician in the email he receives after the hotline has requalified the incident but the value is still empty.
How do I get this value before the email is sent to the technician or the group?
how to do the same when the incident is attributed to support by the group leader?
Thanks for your help.

Hello,
You can't send calculated OLA date before the related action is created, best thing is creating a business rule when a action is create for a group or attributed to an employee and then send email with OLA. This Business rule replace the mail send in the workflow.

Cdt
P.ABBE
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.

#3
(05-17-2019, 09:46 AM)ABBE Philippe Wrote:
(05-06-2019, 07:15 AM)Jkonan Wrote: Hi all,
I want to send the OLA to the technician in the email he receives after the hotline has requalified the incident but the value is still empty.
How do I get this value before the email is sent to the technician or the group?
how to do the same when the incident is attributed to support by the group leader?
Thanks for your help.

Hello,
You can't send calculated OLA date before the related action is created, best thing is creating a business rule when a action is create for a group or attributed to an employee and then send email with OLA. This Business rule replace the mail send in the workflow.

Cdt
P.ABBE

Hi P. ABBE,
Thanks for the answer.
Do you have a link or other information about how to create a business rule that can do this?
Thanks

Regards,
Jkonan, proud to be a member of EV CONNECT FORUM since May 2019.

#4
(05-20-2019, 09:32 AM)Jkonan Wrote:
(05-17-2019, 09:46 AM)ABBE Philippe Wrote:
(05-06-2019, 07:15 AM)Jkonan Wrote: Hi all,
I want to send the OLA to the technician in the email he receives after the hotline has requalified the incident but the value is still empty.
How do I get this value before the email is sent to the technician or the group?
how to do the same when the incident is attributed to support by the group leader?
Thanks for your help.

Hello,
You can't send calculated OLA date before the related action is created, best thing is creating a business rule when a action is create for a group or attributed to an employee and then send email with OLA. This Business rule replace the mail send in the workflow.

Cdt
P.ABBE

Hi P. ABBE,
Thanks for the answer.
Do you have a link or other information about how to create a business rule that can do this?
Thanks

Regards,

Hello,
You have documentation here : https://wiki.easyvista.com/xwiki/bin/vie...anguage=fr

For your case "Send OLA for new action"
1/ Create a new business rule on AM_ACTION, set name and description
2/ Trigger on insert (example with action label but chose your own condition
IF EXISTS
(
      SELECT * 
      FROM INSERTED 
      WHERE INSERTED.ACTION_LABEL_FR='Gestion Compte Applicatif')
BEGIN
@@FIRETRIGGER@@
END

3/ Create a new workflow "Send OLA for new action"
3a/Calcul the OLA date
use calculateMaxResolutionDate function : https://wiki.easyvista.com/xwiki/bin/vie...anguage=fr

calculateMaxResolutionDate(Request_ID, Submit_Date, SLA_ID)
replace => submit_date by creation_date (of action)
replace => SLA_ID by OLA_ID

3b/Send result to the group (instead of workflow mail)

P.ABBE
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.

#5
(05-24-2019, 07:53 AM)ABBE Philippe Wrote:
(05-20-2019, 09:32 AM)Jkonan Wrote:
(05-17-2019, 09:46 AM)ABBE Philippe Wrote:
(05-06-2019, 07:15 AM)Jkonan Wrote: Hi all,
I want to send the OLA to the technician in the email he receives after the hotline has requalified the incident but the value is still empty.
How do I get this value before the email is sent to the technician or the group?
how to do the same when the incident is attributed to support by the group leader?
Thanks for your help.

Hello,
You can't send calculated OLA date before the related action is created, best thing is creating a business rule when a action is create for a group or attributed to an employee and then send email with OLA. This Business rule replace the mail send in the workflow.

Cdt
P.ABBE

Hi P. ABBE,
Thanks for the answer.
Do you have a link or other information about how to create a business rule that can do this?
Thanks

Regards,

Hello,
You have documentation here : https://wiki.easyvista.com/xwiki/bin/vie...anguage=fr

For your case "Send OLA for new action"
1/ Create a new business rule on AM_ACTION, set name and description
2/ Trigger on insert (example with action label but chose your own condition
IF EXISTS
(
      SELECT * 
      FROM INSERTED 
      WHERE INSERTED.ACTION_LABEL_FR='Gestion Compte Applicatif')
BEGIN
@@FIRETRIGGER@@
END

3/ Create a new workflow "Send OLA for new action"
3a/Calcul the OLA date
use calculateMaxResolutionDate function : https://wiki.easyvista.com/xwiki/bin/vie...anguage=fr

calculateMaxResolutionDate(Request_ID, Submit_Date, SLA_ID)
replace => submit_date by creation_date (of action)
replace => SLA_ID by OLA_ID

3b/Send result to the group (instead of workflow mail)

P.ABBE

Hello,

Thanks à lot.
I'll test this solution asap!
Jkonan, proud to be a member of EV CONNECT FORUM since May 2019.






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