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Add Business Rule emails to Ticket's Action History
#1
I need syntax on ‘faking’ an action history that is performed in a business rule. I have multiple BR that send emails to users on overdue items, etc.  I'd like those emails added to the history because otherwise we have no papertrail.

Can anyone offer an example?
jhendrix, proud to be a member of EV CONNECT FORUM since Apr 2016.

#11
(12-15-2016, 12:38 PM)jhendrix Wrote: Now that this is fully in our production site, I thought I'd add a couple of screenshots of what the Action History looks like

Hi, I would like to know how you defined your TO - #Current_action_group#?
In my case the Business rule is on the action table, but the mail components are defined at request level. I cannot seem to get the group (or support person) into the mail component.

I have another issue with for instance the impact. If I use the tag #IMPACT# this one is not resolved (probably because it's not available on action level. The same story when I use #[DB_FIELDS.IMPACT_ID.SD_IMPACT.IMPACT_$lng]#.

Hope you can help.

Regards,
Frank
Frank Magnin, proud to be a member of EV CONNECT FORUM since Feb 2016.

#12
(09-26-2019, 08:20 AM)Frank Magnin Wrote:
(12-15-2016, 12:38 PM)jhendrix Wrote: Now that this is fully in our production site, I thought I'd add a couple of screenshots of what the Action History looks like

Hi, I would like to know how you defined your TO - #Current_action_group#?
In my case the Business rule is on the action table, but the mail components are defined at request level. I cannot seem to get the group (or support person) into the mail component.

I have another issue with for instance the impact. If I use the tag #IMPACT# this one is not resolved (probably because it's not available on action level. The same story when I use #[DB_FIELDS.IMPACT_ID.SD_IMPACT.IMPACT_$lng]#.

Hope you can help.

Regards,
Frank

Hello,
#CURRENT_ACTION_GROUP# is a tag provided by easyvista, you can't edit it. It's usable on SD_REQUEST table; il you are on AM_ACTION then you should use #[CUSTOM_TAGS.Groupe]# OR #[DB_FIELDS.GROUP_ID.AM_GROUP.GROUP_$lng]#

In the case that "standard tag" will not provided your need, then add a "internal statement step" to select the value and store it to a workflow variable.

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

#13
(09-26-2019, 09:53 AM)ABBE Philippe Wrote:
(09-26-2019, 08:20 AM)Frank Magnin Wrote:
(12-15-2016, 12:38 PM)jhendrix Wrote: Now that this is fully in our production site, I thought I'd add a couple of screenshots of what the Action History looks like

Hi, I would like to know how you defined your TO - #Current_action_group#?
In my case the Business rule is on the action table, but the mail components are defined at request level. I cannot seem to get the group (or support person) into the mail component.

I have another issue with for instance the impact. If I use the tag #IMPACT# this one is not resolved (probably because it's not available on action level. The same story when I use #[DB_FIELDS.IMPACT_ID.SD_IMPACT.IMPACT_$lng]#.

Hope you can help.

Regards,
Frank

Hello,
#CURRENT_ACTION_GROUP# is a tag provided by easyvista, you can't edit it. It's usable on SD_REQUEST table; il you are on AM_ACTION then you should use #[CUSTOM_TAGS.Groupe]# OR #[DB_FIELDS.GROUP_ID.AM_GROUP.GROUP_$lng]#

In the case that "standard tag" will not provided your need, then add a "internal statement step" to select the value and store it to a workflow variable.

P.ABBE

Hi Philippe,

Thanks for your quick reply. I cannot use the variable because that variable won't be resolved in my mail component step. The tag #[CUSTOM_TAGS.Groupe]# doesn't work either in the mail component. What I forgot to mention explicitly was that I am using the mail component in the Webservice step. But...I used the tag #[CUSTOM_TAGS.Groupe]# now in the directly in the description field in the webservice, and added the mail component afterwards. See the attachment. It's a little workaround, but it works.
Any thoughts on the IMPACT? I can't do the same workaround because it's part of the email body.

   
Frank Magnin, proud to be a member of EV CONNECT FORUM since Feb 2016.

#14
(09-26-2019, 02:05 PM)Frank Magnin Wrote:
(09-26-2019, 09:53 AM)ABBE Philippe Wrote:
(09-26-2019, 08:20 AM)Frank Magnin Wrote:
(12-15-2016, 12:38 PM)jhendrix Wrote: Now that this is fully in our production site, I thought I'd add a couple of screenshots of what the Action History looks like

Hi, I would like to know how you defined your TO - #Current_action_group#?
In my case the Business rule is on the action table, but the mail components are defined at request level. I cannot seem to get the group (or support person) into the mail component.

I have another issue with for instance the impact. If I use the tag #IMPACT# this one is not resolved (probably because it's not available on action level. The same story when I use #[DB_FIELDS.IMPACT_ID.SD_IMPACT.IMPACT_$lng]#.

Hope you can help.

Regards,
Frank

Hello,
#CURRENT_ACTION_GROUP# is a tag provided by easyvista, you can't edit it. It's usable on SD_REQUEST table; il you are on AM_ACTION then you should use #[CUSTOM_TAGS.Groupe]# OR #[DB_FIELDS.GROUP_ID.AM_GROUP.GROUP_$lng]#

In the case that "standard tag" will not provided your need, then add a "internal statement step" to select the value and store it to a workflow variable.

P.ABBE

Hi Philippe,

Thanks for your quick reply. I cannot use the variable because that variable won't be resolved in my mail component step. The tag #[CUSTOM_TAGS.Groupe]# doesn't work either in the mail component. What I forgot to mention explicitly was that I am using the mail component in the Webservice step. But...I used the tag #[CUSTOM_TAGS.Groupe]# now in the directly in the description field in the webservice, and added the mail component afterwards. See the attachment. It's a little workaround, but it works.
Any thoughts on the IMPACT? I can't do the same workaround because it's part of the email body.

Hello,
Please can you check that you have a parent request in your workflow. 
If you don't know what tag to use in mail component then edit the text in a email step of the workflow; check that there no error; copy the text into mail component and finally copy tag of mail component into the workflow.

For IMPACT, please give the parent request that you use (parent request of the workflow that use the mail component)

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






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