failing mail macro on SC 4.02

[jjoensuu]

Hello all,

Have this kind of a problem with SC 4.02...

Judging from reports received from end-users across our organization, it seems as if the "mail 1 person (the contact person for the ticket) when call ticket is saved" macro fails intermittently...not often enough to happen when I'm supposed to test it:-(

Anyway, might anyone have heard of this kind of a problem and what could cause it (and what the resolution would be, if any)?

Thanks,

Jarmo

 

[alistairpaul]

It would be helpful to see what the firing "condition" is to see if there might be any possibility that the condition isn't met.

Al

 

[jjoensuu]

oops, you are right...I should have included that.

Well, here are the specifics:

The macro applies when: Call Records are Saved
Macro Type: Mail 1 Person
Condition: open.time in $L.new=tod() and open in $L.new~="Closed"

...and in the parameters;
Send Mail To: Contact in File
Contact in File: contact.name

And the thing is that this fails only once in a blue moon (so far).

regards,

Jarmo

 

[alistairpaul]

Are you trying to accomplish only sending this email on "opening a new call ticket" ? Is that why you're doing the "open.time in $L.new=tod()" ? If that's the case, you could be running into a problem where it takes more than a second or two to write out the record, in which case, the tod() function will return a different time than the "open.time in $L.new".

I do the same thing but do it a little differently. My macro to send when something is created fires when($addnewrec="y&quot. This variable is set in format control - using two lines.

line1: Add-True, Calc-($addnewrec="y&quot
line2: Display-($addnewrec="y&quot, Calc-($addnewrec="n&quot

This way, once the record is added, it tells the macro to fire, and immediately after being added/saved-for-the-first-time, if they stay in the record, it sets the variable to "n", that way the macro won't fire again. Now, when they get into that record again and display it, no conditions will be met, and that variable will never be set again to anything for that record, that way, the macro won't fire at all.

that MAY fix it for you. of course, there could be a bug, but hey - it is only ServiceCenter!

-al

 

[larsdetmers]

Hi,

I'm not really sure, isn't there a field last.update (or so) in incidents file. Then I suppose: open.time in $L.new=last.update in $L.new

Lars Detmers