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workflow.xml Rules Engine Object Events problems

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workflow.xml Rules Engine Object Events problems

4/7/2009 10:25 AM EDT
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By Christopher Adams

I am attempting to configure crm to notify the contact of a ticket when that ticket has been closed. I've made a workflow.xml file, but crm refuses to implement it. I've used the upload bit in the admin module, and no luck. I've also put the file in WEB-INF/setup/init, named it workflow.xml, workflow_en_US.xml, reloaded, stopped, started, undeployed, redeployed the application, but to no avail. What could I be doing wrong here? Is there a script that will manually import this file that I can run? Any hacks/advice appreciated.

Application Version: Centric CRM 4.1.3 (2007-06-04)
Database Version: (upgrade_v41-42)
(Linux 2.6)

My workflow.xml:

<?xml version="1.0" encoding="UTF-8"?>
<workflow>
<!-- Hooks decide which items can be hooked in Centric CRM, so if there is code
that executes the WorkflowManager when a ticket is updated or inserted,
the corresponding process is activated -->
<hooks>
<hook class="org.aspcfs.modules.troubletickets.base.Ticket" module="8">
<actions>
<action type="update" process="dhv.ticket.insert" enabled="true"/>
<action type="insert" process="dhv.ticket.insert" enabled="true"/>
</actions>
</hook>
<hook class="org.aspcfs.modules.actionplans.base.ActionItemWork" module="8">
<actions>
<action type="update" process="dhv.actionitemwork.update" enabled="true"/>
</actions>
</hook>
</hooks>

<schedules>
<schedule>
<events>
<event process="dhv.update.account.employees" second="0" minute="0" hour="*/2" dayOfMonth="*" month="*" dayOfWeek="*" year="*" extraInfo="" businessDays="true" enabled="true"/>
<event process="dhv.report.ticketList.overdue" second="0" minute="*/10" hour="8-18" dayOfMonth="*" month="*" dayOfWeek="*" year="*" extraInfo="" businessDays="true" enabled="false"/>
</events>
</schedule>
</schedules>

<processes>
<process name="dhv.ticket.insert" description="Ticket change notification" startId="2" type="OBJECT_EVENT" module="8">
<parameters>
</parameters>
<components>
<component id="2" class="org.aspcfs.modules.troubletickets.components.QueryTicketJustClosed"/>
<component id="3" parent="2" if="false" class="org.aspcfs.modules.troubletickets.components.QueryTicketJustAssigned"/>
<component id="4" parent="2" if="true" class="org.aspcfs.modules.components.SendEmailNotification">
<parameters>
<!-- Component parameters override the global process parameters -->
<parameter name="notification.module" value="Tickets"/>
<parameter name="notification.itemId" value="$"/>
<parameter name="notification.itemModified" value="$"/>
<parameter name="notification.userToNotify" value="$"/>
<parameter name="notification.userGroupToNotify" value="$"/>
<parameter name="notification.subject">Centric CRM Ticket Closed: $</parameter>
<parameter name="notification.body"><![CDATA[
<strong>The following ticket in Centric CRM has been closed:</strong>


--- Ticket Details ---



<strong>Ticket #</strong> $

Priority: $

Severity: $

Issue: $



Comment: $



Closed by: $



Solution: $

Contact: $

></parameter>]]
</parameters>
</component>
<component id="5" parent="3" if="true" class="org.aspcfs.modules.components.SendEmailNotification">
<parameters>
<parameter name="notification.module" value="Tickets"/>
<parameter name="notification.itemId" value="$"/>
<parameter name="notification.itemModified" value="$"/>
<parameter name="notification.userToNotify" value="$"/>
<parameter name="notification.subject">Centric CRM Ticket Assigned: $</parameter>
<parameter name="notification.body"><![CDATA[
<strong>The following ticket in Centric CRM has been assigned to you:</strong>



--- Ticket Details ---



<strong>Ticket #</strong> $

Priority: $

Severity: $

Issue: $



Assigned By: $

Comment: $

></parameter>]]
</parameters>
</component>
<component id="6" parent="2" if="true" class="org.aspcfs.modules.troubletickets.components.SendTicketSurvey" enabled="false"/>
<component id="7" parent="5" if="true" class="org.aspcfs.modules.components.SendEmailNotification">
<parameters>
<parameter name="notification.module" value="Tickets"/>
<parameter name="notification.itemId" value="$"/>
<parameter name="notification.itemModified" value="$"/>
<parameter name="notification.userGroupToNotify" value="$"/>
<parameter name="notification.skipUsers" value="$"/>
<parameter name="notification.subject">Centric CRM Ticket Assigned: $</parameter>
<parameter name="notification.body"><![CDATA[
<strong>The following ticket in Centric CRM has been assigned to: $</strong>


--- Ticket Details ---



<strong>Ticket #</strong> $

Priority: $

Severity: $

Issue: $



Assigned By: $

Comment: $

></parameter>]]
</parameters>
</component>
<component id="8" parent="2" if="true" class="org.aspcfs.modules.components.SendEmailNotification">
<parameters>
<!-- Component parameters override the global process parameters -->
<parameter name="notification.module" value="Tickets"/>
<parameter name="notification.itemId" value="$"/>
<parameter name="notification.itemModified" value="$"/>
<parameter name="notification.userToNotify" value="$"/>
<parameter name="notification.subject">Company Ticket Closed: $</parameter>
<parameter name="notification.body"><![CDATA[
<strong>The following supportticket has been closed:</strong>


--- Ticket Details ---



<strong>Ticket #</strong> $

Priority: $

Severity: $

Issue: $



Comment: $



Closed by: $



Solution: $

></parameter>]]
</parameters>
</component>
</components>
</process>

<!-- Action Step Alert Notifications -->
<process name="dhv.actionitemwork.update" description="Action Step Alert Notifications" startId="1" type="OBJECT_EVENT" module="8">
<parameters>
</parameters>
<components>
<component id="1" class="org.aspcfs.modules.actionplans.components.LoadStepDetails">
<parameters>
<!-- Component parameters override the global process parameters -->
<parameter name="linkedTicketObjectName" value="Ticket"/>
<parameter name="linkedAccountObjectName" value="Account"/>
</parameters>
</component>
<component id="2" parent="1" if="true" class="org.aspcfs.modules.actionplans.components.QueryStepJustCompleted"/>
<component id="3" parent="2" if="true" class="org.aspcfs.modules.components.SendEmailNotification">
<parameters>
<!-- Component parameters override the global process parameters -->
<parameter name="notification.module" value="Action Steps"/>
<parameter name="notification.itemId" value="$"/>
<parameter name="notification.from" value="noreply@127.0.0.1"/>
<parameter name="notification.itemModified" value="$"/>
<parameter name="notification.userToNotify" value="$"/>
<parameter name="notification.roleTo" value="$"/>
<parameter name="notification.departments.to" value="$"/>
<parameter name="notification.userGroupToNotify" value="$,$"/>
<parameter name="notification.subject">Centric CRM: Action Step Completion Alert</parameter>
<parameter name="notification.body"><![CDATA[
<strong>The following Action Step has been completed</strong>



<table border="0" cellpadding="4" cellspacing="0">
<tr>
<td align="right">$:</td>
<td>$</td>
</tr>
<tr>
<td align="right">Step:</td>
<td>$</td>
</tr>
<tr>
<td align="right">Owner:</td>
<td>$</td>
</tr>
</table>




Click <a href="$$">here</a> to view the Action Plan






Centric CRM

></parameter>]]
</parameters>
</component>
<component id="4" parent="2" if="false" class="org.aspcfs.modules.actionplans.components.QueryStepJustStarted"/>
<component id="5" parent="4" if="true" class="org.aspcfs.modules.actionplans.components.QueryStepOwnerChanged"/>
<component id="6" parent="5" if="true" class="org.aspcfs.modules.components.SendEmailNotification">
<parameters>
<!-- Component parameters override the global process parameters -->
<parameter name="notification.module" value="Ticket Action Steps"/>
<parameter name="notification.itemId" value="$"/>
<parameter name="notification.itemModified" value="$"/>
<parameter name="notification.from" value="noreply@127.0.0.1"/>
<parameter name="notification.userToNotify" value="$"/>
<parameter name="notification.roleTo" value="$"/>
<parameter name="notification.departments.to" value="$"/>
<parameter name="notification.userGroupToNotify" value="$,$"/>
<parameter name="notification.subject">Centric CRM: Action Step Alert</parameter>
<parameter name="notification.body"><![CDATA[
<strong>The following Action Step requires your attention</strong>



<table border="0" cellpadding="4" cellspacing="0">
<tr>
<td align="right">$:</td>
<td>$</td>
</tr>
<tr>
<td align="right">Step:</td>
<td>$</td>
</tr>
<tr>
<td align="right">Owner:</td>
<td>$</td>
</tr>
</table>




Click <a href="$$">here</a> to view the Action Plan






Centric CRM

></parameter>]]
</parameters>
</component>
<component id="7" parent="5" if="false" class="org.aspcfs.modules.components.SendEmailNotification">
<parameters>
<!-- Component parameters override the global process parameters -->
<parameter name="notification.module" value="Ticket Action Steps"/>
<parameter name="notification.itemId" value="$"/>
<parameter name="notification.from" value="noreply@127.0.0.1"/>
<parameter name="notification.itemModified" value="$"/>
<parameter name="notification.skipUsers" value="$"/>
<parameter name="notification.userGroupToNotify" value="$"/>
<parameter name="notification.subject">Centric CRM: Action Step Alert</parameter>
<parameter name="notification.body"><![CDATA[
<strong>The following Action Step requires your attention</strong>



<table border="0" cellpadding="4" cellspacing="0">
<tr>
<td align="right">$:</td>
<td>$</td>
</tr>
<tr>
<td align="right">Step:</td>
<td>$</td>
</tr>
<tr>
<td align="right">Owner:</td>
<td>$</td>
</tr>
</table>




Click <a href="$$">here</a> to view the Action Plan






Centric CRM

></parameter>]]
</parameters>
</component>
</components>
</process>

<!-- Process to add up employees for all hierarchial organizations -->
<process name="dhv.update.account.employees" description="Update Number of Employees" startId="1" type="SCHEDULED_EVENT" module="1">
<parameters>
</parameters>
<components>
<component id="1" parent="0" class="org.aspcfs.modules.accounts.components.UpdateAccountEmployees" enabled="true"/>
</components>
</process>

<!-- Example of a Scheduled Event -->
<process name="dhv.report.ticketList.overdue" description="Overdue ticket notification" startId="1" type="SCHEDULED_EVENT" module="8">
<parameters>
</parameters>
<components>
<component id="1" parent="0" class="org.aspcfs.modules.troubletickets.components.GenerateTicketList" enabled="true">
<parameters>
<parameter name="ticketList.onlyOpen" value="true"/>
<parameter name="ticketList.onlyAssigned" value="true" enabled="false"/>
<parameter name="ticketList.onlyUnassigned" value="true" enabled="true"/>
<parameter name="ticketList.minutesOlderThan" value="10" enabled="true"/>
<parameter name="ticketList.lastAnchor" value="$" enabled="true"/>
<parameter name="ticketList.nextAnchor" value="$" enabled="true"/>
</parameters>
</component>
<component id="2" parent="1" class="org.aspcfs.modules.troubletickets.components.SendTicketListReport" enabled="true">
<parameters>
<!--
<parameter name="notification.to" value="support@darkhorseventures.com" enabled="false"/>
-->
<parameter name="notification.users.to" value="$"/>
<parameter name="notification.contacts.to" value="$" enabled="false"/>
<!-- not implemented
<parameter name="notification.departments.to" value="$" enabled="false"/>
-->
<parameter name="notification.subject">Centric CRM Unassigned Ticket Report ($)</parameter>
<parameter name="notification.body"><![CDATA[

  • This is an automated message **



The following tickets in Centric CRM are unassigned and need attention:

></parameter>]]
<parameter name="report.ticket.content"><![CDATA[


Ticket # $

Created: $

Organization: $

Priority: $

Severity: $

Issue: $



Last Modified By: $

Comment: $


></parameter>]]
</parameters>
</component>
</components>
</process>
</processes>
</workflow>

1. 4/14/2010 12:04 PM EDT
Default user photo

By Matt Rajkowski

Concursive Corporation
Product Design

airplane-icon-100x100.png

If you login to the application and look under "Admin" then "Configure System" you should find a parameter that can be modified called "Business Process Management"

Method 1: If it says that a workflow already exists then you can choose "edit" and use a web form to upload your workflow file. This method doesn't require a restart and the workflow is loaded into the database.

Method 2: If it says that a workflow doesn't exist, then you might be able to copy the file as both workflow.xml and workflow_en_US.xml (or your language) into the application's FileLibrary path. You'll see existing workflow files there. This method requires a restart.

In 6.0, the application always uses Method 2 and the file is named as workflow_en_US.xml (or your language).

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