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Hello - we have had occurrences in our change request approval process, where email replies are not getting fully processed.

In most cases, on decision tasks, when a user using the link to reply with their approval it works fine; however, we have had cases where it didn’t. 

What we see in those cases, is that the process works except the associated change workflow is never advanced/processed.

Even when we look at email in our ETM channel, it shows successful. Also, in Assyst, the change event also has the email reply attachment and you see the reply in the action history as well.

In ETM, we then reprocess the decision task reply and then the workflow is processed correctly.

Have any other customers run into this type of situation and if so what if anything did you do to determine root cause? 

Thanks in advance.

Scott.

Are the decisions being made via email being made with the same assyst user each time?

Check that the assyst user making the decision is in a privilege group that has the following options setup under Event Privileges.

 

 

Regards,

Menno

Thanks, Menno, for the reply.

This occurs infrequently and has occurred for both assyst.Net and assyst.Web users.

Our business folks typically do not have direct access to the Web support portal and either approve events using Net or via approval email links as I mentioned.

All users in our company have contact user records created and as part of that they have a Web Alias as well.

So, it’s a specific user or access/privilege issue.

 

Scott.   

We know it’s not consistent and it’s not related to any specific users.

We also know it occurs with users that are only end users (.NET) as well as assyst users (.WEB).

We believe its more on the action processor/ETM side of the house that is causing the issue.

Any IFS Assyst Admin’s out there that might offer some guidance?

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