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    Shilpa Suresh
    Business rules or CPM which gets triggered first?
    Topic posted February 6, 2018 by Shilpa SureshRed Ribbon: 250+ Points 
    121 Views, 2 Comments
    Title:
    Business rules or CPM which gets triggered first?
    Content:

    Hi,

    I would like to know which gets triggered first a CPM or Business rule?

    I am setting the email id of a contact in incident create CPM and wrote a business rule to send an acknowledgment email to the contact using "Send Receipt Email" action, which is not getting triggered as of now.

    Within incident create CPM i am setting a contacts email id and also a incident custom field value to yes and in business rule i am checking for the custom field value change and gave "Send receipt Email" as action. but mail is not getting triggered.

    Can anyone help me with this behaviour of CPM and Business rules?

    Thanks

    Shilpa.

    Comment

     

    • Suresh Thirukoti

      Are you suppressing rules in the CPM Code like RNCPHP\RNObject::SuppressAll or SuppressRules ....

      Also found recently that CPM updates and business rules execution immediately are not so synchronous....Sometimes we shift the business rule to another state and it works...but somebody in the forums highlighted that this also doesn't work ....so try out and let us know...

      ~Suresh

    • Gursimran Singh Saini

      Hello Shilpa,

      There's a lot of debate on this topic. And I've done a lot of testing over the years.
      So here's what I know:

      Business Rules and CPMs run in parallel.
      However: Asynchronous CPMs may take a few moments more than Business Rules' execution.

      Regarding Send Receipt Email issue:
      - Send Receipt Email works on Incident Create only. Not Update. Check this: https://cx.rightnow.com/app/answers/detail/a_id/8623
      That's why its not working for you.

      - Change the rule to: Append Response template and Send Email Response to Sender.