Hello Community,
I am trying to make an automatic case creation rule whenever an ESUSA Service Request (Custom Entity) is created. The system job is marked as ran successfully but the case is not created and the email is not sent out. There are no errors or alerts when checking the background processes. I have no idea what the issue is. Attached are some images to help show all the details.
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Good day,
I am having difficulty setting up the automatic email to case creation.
What I have done so far:
I have setup a Que, then created an automatic record creation rule however nothing gets created or no email gets pushed to the que. I have checked the security roles and have system admin privilege. Can someone please guide me in setting this up correctly, I might be missing something.
Kind Regards
Bash
Hello all,
Thank you for your time and input, I solved the issue by creating a workflow to do what I need rather than using an automated case creation rule.
Thanks again all.
Best,
Kodor
Hi Kodor,
Ok, first thing first, can you check whether you have enough privilege on process&process configuration? Are you assigned with security role System Customizer or System Administrator? Can you create a new workflow?
Secondly, there is something odd from the picture, workflow posted above (though looks similar) is not the same as in original post, because the first part of AND 'Activity status equals Completed' is not in the original post.
It's possible it has been modified by someone else or there are multiple workflows in your system on the same entity ESUSA Service Request with same name 'Create Case'.
Can you check what's going on, just want to make sure that you are working on the correct workflow.
Regards,
Abby
Hi Abby,
Even when deactivated, I cannot alter the workflow from the process section.
Thanks,
Kodor
Hello Kodor,
https://technet.microsoft.com/en-us/library/dn531057.aspx
To make change on activated workflow, you need to deactivate the workflow first.
1. Find this workflow 'Create Case' trough 'Settings->Processes'
2. Open the activated workflow, click the 'Deactivate' ribbon button
3. The workflow become editable after deactivated (status become draft), now you can open the if conditions and make changes
4. Activate the workflow
By the way, you can find related process sessions directly on the workflow page .
Regards,
Abby
Hi Abby,
I know and understand what you are saying,
but how do I remove those conditions? I didn't
add them so I don't know how they got there.
Best,
Kodor
Hello Kodor,
Sorry, maybe I didn't make myself clear. I meant the conditions of If and Otherwise-If clause.
As you can see in Barry's screenshot, there is a little green tick/check sign (whichever you call it :)) in front of 'Create Note', means the If condition 'Service Activity contains data and Dialog-ConverstaionScenario equals[1]' is true.
However, in your workflow, both If and Otherwise-If are not triggered as there is no tick sign in front steps under them (please see the picture I posted above).
Can you please check the conditions of 'Dialog-ConversationScenario equals[1] AND Dialog-AllowPrimaryActionBlockRecordCreate equals [1]' and 'Dialog-ConversationScenario equals [2]'?
Maybe try removing 'AND Dialog-AllowPrimaryActionBlockRecordCreate equals [1]' to test?
Regards,
Abby
Hi Kodor Chahin,
What I would suggest is try using one condition at a time. So for example, set your initial condition in place and then only create the case (remove the other steps all together). If that does not work, try a different condition like the one I set and again, try only creating the case.
If this still does not continue to work, I would suggest opening a ticket with Microsoft Support.
Hello Barry,
I Tried putting in a similar conditional clause but still no luck.
Thanks,
Kodor
Hi Kodor Chahin,
I think I found the solution. I created a copy of your Record Creation and Update Rule Item by triggering it from a service activity's creation.
I then setup a rule item, but instead of leaving the condition blank, I set it to be true only if the service activity is true:
Thereafter, once I created a service activity, the system job ran (the note was created on the service activity and an email was sent to me):
Try this out and let me know if it works on your side.
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