Can't move ticket to a team in BPM

[Ben Maddams]

Hello,

I'm adding a HB automation node to move tickets through our Change Process, so when it hits CAB approval it automatically gets add to that team. I have the setup currently as such.

 

Things I've already checked

• The Team Name matches the existing Team Name
• The process continues and hits the next node, effectively skipping it.

Does anyone have any advise or has run into a similar issue?

Thanks

 

[Victor]

@Ben Maddams is the "CAB Pending Approval" team supporting the service for that request?

[Ben Maddams]

Hi Victor,

 

I believe so, when I checked the Change Requests Service, the supporting teams section is....

Thanks

[Victor]

@Ben Maddams for this node to work the following are required:

• the team parameter must have a value (based on screenshot it has)
• the team value in this node needs to be different that the current assigned team on request (I assume they are)
• the team value in this node is a valid team (I presume it is given the value is selected from a list)

If all above ok, the node will try and assign the team so unless the assignment fails for some reason (which we could check) then it should assign the request to that team.

The issue could also be with last point above, for some reason the BP might think that is not a valid team. You mentioned "The Team Name matches the existing Team Name", does this mean you checked the team exists in the Org Structure in admin tool and has the same team name as the one in the node?

[Ben Maddams]

@Victor Yes sorry if that wasn't very clear. The team name selected from the drop down of options matches the team name in the Org structure. As the field is a drop down and not a manual entry, I believe it has to be valid as it pulls those names from the existing team list?

[Victor]

@Ben Maddams correct, perhaps I wanted to check if by any chance the team (name) was changed in org structure sometime after the node was configured... the node still using the "previous" value which now won't match an existing team anymore... in this scenario I mean.

[Ben Maddams]

@Victor

Facepalm moment, realised I had the wrong BPM assigned to the request catalogue - All working and functional now!

[Victor]

@Ben Maddams no worries, happy to hear you found it