BPM not assigning back to a team

[Dave Longley]

I have built my change management flow and i have noticed that one of the 'Hornbill' automation nodes doesn't seem to be doing what I have asked it to. This is my flow and i have highlighted what isnt working:

 

The ticket should auto assign back to the change management queue, but it isnt. Here is the node config:

 

 

what am i doing wrong? 

 

[Conor]

Hi @Dave Longley

That certainly looks correct, what does happen? does it move on board, remove from change calendar, etc? Does the checkpoint on the Post Change Review task get marked?

You mention it should assign back to the change team, where is it being reassigned from?

The simplest thing would be that the updated process hasn't been published, in which case it wouldn't be used in the process. It also would only apply to any change requests logged after the process was published, I assume that's all correct?

[Dave Longley]

Hi @Conor, thanks for the reply. The BPM has been published correctly. Below is the stage before:

 

the areas highlighted in yellow are members of different teams, when the ticket has been approved, the RFC is assigned to either member depending on the criteria (this works fine), when they complete the manual tasks 'Change Successfully Implemented' (in this example is was a success) then the change should move back to the Change Management queue as per the original image. 

does this make sense? 

 

[Dave Longley]

@Conor, it seems that the task is assigned to the change management team:

 

but the ticket doesn't change team:

[Conor]

@Dave Longley is the Post Change Review task assigned correctly when it gets to that point? On the right hand side information section does the request still have an owner at that point, but assigned to ServiceDesk?

So I'm clear; it gets assigned to the Change team initially, and then in the implementation stage it gets assigned to one of three people who are not part of the Change Management team, and then it should be assigned back in the final stage? 

[Dave Longley]

@Conor, yes that is correct, re the below: 

So I'm clear; it gets assigned to the Change team initially, and then in the implementation stage it gets assigned to one of three people who are not part of the Change Management team, and then it should be assigned back in the final stage? 

The post change review task is assigned to the Change team correctly but the ticket is still assigned to the Service desk:

 

Do you want me to send you an API key to have a look?

 

[Conor]

@Dave Longley For the assignment task could you put the Update System timeline option on please:

Once done could you post a screenshot of the same timeline with this timeline update please. 

I want to see if it is marking the assignment task in the timeline, but then not doing the assignment. Could you also post a screenshot of the info section on the top right please when it hits the second task :

 

[Dave Longley]

Hi @Conor, just logged another RFC. he is what happens when the ticket is meant to move back to the Change Management queue:

 

 

Task goes to Change Management, but the ticket is still assigned to the Service Desk. Below is the time line activities:

 

[Conor]

Morning @David Longley

You have got the options in the assignment node set to auto rather than ignore. If the Team (from variable) is set to auto it then picks up the current team or a null value which is then preventing the assignment. Try changing the auto values to be ignore:

[Dave Longley]

@Conor, i will test and get back to you.

[Dave Longley]

@Conor, Still doesnt work:

 

 

 

 

the ticket doesn't change team assignment. 

 

[Steve Giller]

@David Longley
I think the issue is the Team Name, possibly it was changed since you created that node.

[Dave Longley]

Thanks @Steve Giller @Conor, i will test and revert back to you. I have noticed something else which is weird.  The following condition doesnt seem to be working.

 

 

If on the PCF form select standard change, the decision node doesn't recognise it, however if i was to select emergency change it does.

 

BPM flow below:

 

[Conor]

@Dave Longley Again this looks correct, could you post a screen of the value in the ticket? 

This is usually something minor like the value in the ticket is 'Standard Change' whereas the expression is looking for 'Standard'

[Dave Longley]

@Conor, below is the list of my change request types:

 

the condition at the expression statement is looking the word 'standard'

 

 

I raised CH194 as my example as it does not see the ticket as a standard changed as the BPM change the category to 'Non standard Change' and it should have been 'standard change'

 

 

[Steve Giller]

@David Longley

Have you tried pushing the Change Type to the Timeline for troubleshooting purposes?
That way you will be able to see exactly what value you are comparing against.

[Jeremy]

for the standard change do you not need to reference the pcf/form that was logged rather than the request details? As the request does not know that the analyst chose Standard, so you would need a get progressive capture details node and reference from there?

[Dave Longley]

Thanks @Conor @Steve Giller @Jeremy, I have added in the new node to look at the PCF answers but still it does not work. The RFC keep skipping the standard change note

 

 

Steve - not sure how to do this: Have you tried pushing the Change Type to the Timeline for troubleshooting purposes?

[Jeremy]

@Dave Longley did you change the decisions to look at the 'Get PCF Info' choosing the correct question in the PCF?

[Dave Longley]

I have managed to fix it finally. My condition was wrong. Thanks for your help everyone.