Martyn Houghton Posted May 8, 2018 Share Posted May 8, 2018 When using the Assign to Most Available Analyst (or the Round Robin variant) using the Team Auto option does not work, you have to use the Manual Option. When you use the related 'Assign to Service Team' with the value of Auto, it will assign the request to the supporting team which was first added to the service. Can the node be updated to apply the same logic as above, or take the current team value from the request itself? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 8, 2018 Share Posted May 8, 2018 Thanks for your post @Martyn Houghton The Auto option for Round Robin may have to be done in the same way as the team assignment. It is possible that on the Round Robin assignment at a request may not have a team assigned yet, so using the team on the request may fail. I'll investigate to see what we can do. James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 9, 2018 Author Share Posted May 9, 2018 @James Ainsworth I have tested it with Using the Assign to Service Team before the node but it still fails, so does not seem to take into account the current setting when using the 'Auto' option. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 9, 2018 Share Posted May 9, 2018 Hi @Martyn Houghton In this case the Auto option is looking for a variable of a particular name in order to make this assignment. Unfortunately there is a mismatch between the provided variable and the Auto option. This is being looked at by the development team. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 10, 2018 Author Share Posted May 10, 2018 @James Ainsworth Thanks, glad it highlighted the issue. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 13, 2018 Author Share Posted September 13, 2018 @James Ainsworth Can you let me know if there is an update on this issue? Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 20, 2018 Author Share Posted November 20, 2018 @James Ainsworth Can you let me know if there is an update on this issue? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 20, 2018 Share Posted November 20, 2018 Hi @Martyn Houghton This is no update at the moment. The challenge we have is that the current variable that was originally provided with this operation could be in use in existing BPMs so we are not in a position to just change it to a different variable name as this could cause BPM's to break. We need to consider a solution that won't have any impact on other users. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 21, 2018 Author Share Posted November 21, 2018 @James Ainsworth I don't believe the node in its current form would even work in any ones BPM with the the Team value set to Auto. Can you advise what logic is being applied that would allow it work in its current form? As per the post below, we are having to use decision nodes in order to hard code these assignment process as we use a generic workflow. I suspect others may be using service specific workflows and hard coding it in them. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 22, 2018 Share Posted November 22, 2018 Hi @Martyn Houghton The impact to existing BPMs come from the variable. The same variable is used for both Auto and Manual. If you select the Manual, the same variable is populated with the specified team so that it can be used elsewhere in the BPM. If the variable name is change to accommodate this requirement, then anyone using the existing variable elsewhere in their BPM, will be impacted. Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 22, 2018 Share Posted November 22, 2018 The alternative to making changes to the Auto option would be to add a new option for Team (from Variable) Link to comment Share on other sites More sharing options...
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