FUSION/CRM Bug

OFFICIAL

CRM Release 14.2 – Business Process Error

Dear Users,

Please be aware that a bug has been found in CRM/FUSION affecting some emails created from CRM/FUSION.

The Business Process Error only impacts Users when creating Emails from CRM-FUSION, (not tracking Emails from Outlook) E.g. Statement of Compliance (SoC) and Site Visit Assessments (SVA).

Users are encouraged to delay actioning SoC and SVA until the fix is rectified expected week commencing Monday 09-Dec-2024.

Please read the article below for more information.

What is the error?

When sending/drafting an email in CRM/FUSION, users receive a Business Process error similar to that below:

When does it occur?

The error ONLY occurs for the following scenarios:

• Emails generated from template emails using DocumentsCorePack (including Site Visit Confirmation and Statement of Compliance email templates)
• Replying to or forwarding an email received that doesn’t contain a classification
• Emails sent with no subject line (staff cannot go back and edit once you attempt to send)

When will a fix be ready?

FUSION and CRM support staff are already working on the fix. However, it is not expected to be resolved until late next week. Users will be advised of the fix as soon as it is complete.

How can I get around the bug?

For users who are performing bulk email transactions, it may be prudent to wait until late next week when the fix is resolved. However, for more urgent/timely emails, you can perform the following steps to send the required email from the CRM/FUSION:

1. If you receive the following error when drafting/sending an email:
     First, select OK to acknowledge the error.
2. Select and copy the text of the email then navigate back to the record you wish to send the email from.
    You may be prompted to Discard unsaved changes as you leave your original email. 
3. Now, rather than replying to an email or generating the email template, we need to create a new email to send. Do this by selecting + > Email from the timeline/interaction list.
    
4. You will then be able to paste in your original email to the new email. Please ensure you add the correct recipients, subject, classification and any attachments to the new email before you save or send.
    
5. Contact Grants Front Door who can then remove the erroneous email for you.

Please note that all NEW emails created in the CRM/FUSION are not affected by the bug, so by creating a new email that isn’t a reply or uses the template, you will be able to avoid the issue. If you have any questions or queries, please don’t hesitate to reach out to the Grants Front Door for further clarification or assistance.