Question

Higher Education

Need assistance in Forms with an E-mail Service Task which is not working

Forms Version 10 How To

Updated January 11, 2021

asked on January 11, 2021

I have built a form and it requires three approvers in succession. I built the form to send an E-mail to the Submitter if the form is denied by any of the approvers. However, when I test the form and click the Deny button, it terminates the process like it is supposed to, but DOES NOT send the E-mail to the Submitter notifying them of the denial. Can anyone suggest a way to fix this? Thank you!

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replied on January 11, 2021

When you go to the Monitor page, does the instance say "Terminated" or "Completed". If the email task worked correctly, it should send the email then go to the end event which would make the process end successfully (completed). If there is an error in the email service task, it would say "terminated".

It sounds like there is an error on the email task and the instance is terminated. If so, can you select the instance on the monitor page and pull up the error log? That would help explain what error it is hitting.

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replied on January 11, 2021

The first two I ran through said Terminated. After I looked at a different process from the Business Library, I saw where the line /dataset/_action="Deny" and /dataset/_action="Approve" was added to the Exclusive Gateway. I added these statements and then I was able to get two of the processes to run, one which shops Completed and sent me a denial E-mail after the first approval and the second which shows Completed, but did not send me a denial E-mail for the second level of approval. So it appears I am still missing something.

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replied on January 11, 2021

Let's look at that second instance more closely that you said was denied at the second approval and didn't send an email.

1. Can you go to the action history for that instance and verify which end event it hit? Confirm it hit End Event (2) at the end of that branch. If it didn't that means Exclusive Gateway (1) has incorrect conditions and sent it down the wrong path.

2. If it hit End Event (2), look higher up in the action history to see what happened at the email service task. It can't have just missed it, so I'd expect to see it there and completed. Maybe it went to the wrong user?

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Need assistance in Forms with an E-mail Service Task which is not working

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