Setting the team from a task

[yelyah.nodrog]

I have a task that, depending on what option you select should do one of 3 things. 

One of the options is to reassign the ticket to another team. I am doing this by presenting the following option when selecting the button

Then passing the answer from this field into the Assign to team node using the variable from the task

However it doesn't appear to work I have used both the team option and the team (from variable option)

Can I not use the outcomes of these fields to do this? in which case what is the alternative?

H

 

[Steve Giller]

I suspect that this is outputting the name of the Group rather than the ID, which is required by the assignment parameter.
I haven't had the opportunity to test this yet, but outputting the variable to the timeline would be the quickest way to see what the variable contains.

[yelyah.nodrog]

Hey @Steve Giller

In that case is there any way to use the team ID to set the team? 

H

[SamS]

Hi @yelyah.nodrog,

I can confirm that @Steve Giller's guess is correct: Only the Team (Display) Name is available as the answer; not the Team ID required for the assignment.

The next best you can do is create a static/"dynamic simple list" of Teams with the ID in the value and appropriate display name.

I'll raise it with the devs - it might be considered a defect.

[yelyah.nodrog]

Hey @SamS

I'm not entirely sure I'm following this, I get what you mean by creating a simple list with team name in display and in value, however how will this help when it comes getting this to then assign to the team selected?

H

[SamS]

Hi @yelyah.nodrog,

Placing the Team ID in the VALUE end, would be the way to go. You can then use the Value (Raw) for the assignment.

[yelyah.nodrog]

Morning @SamS

Just tried to give this a whirl this morning and unfortunately the Node for Log Request does not give you the option to inject the Raw value (to pick up the Team ID) So it doesn't reassign if I select another team from the simple list unfortunately.

Same with the team reassignment node so i cant do this first, to then copy the team from the original ticket either.

H

[SamS]

various expletives left my lips just now. @yelyah.nodrog you are right. :-(

[samwoo]

I raised something similar a while ago:

Please could this be looked at?

[Jeremy]

On 6/14/2022 at 1:59 PM, SamS said:

Hi @yelyah.nodrog,

Placing the Team ID in the VALUE end, would be the way to go. You can then use the Value (Raw) for the assignment.

Please can I wade in on this...I have a node that tries to assign to a team based on a simple list however this does not work.

I have tried the Organisation ID but this does not work, how do you get the ID of the team to allow this type of assignment?

[James Ainsworth]

Hi @Jeremy

More information on how you have this configured would be needed to understand what is happening.  I have just worked through the option of creating a Simple List based on the teams and having it assign the request to that team.

where the value is the ID of the team, and the Default Display is what bill be displayed to the user in the picklist. 

This could be used within Intelligent Capture

Or a Capture Task Field on an activity

Then in the BPM using the Assignment Automation and the variable provided by the task answers

This variable is taking the value (team ID) rather than the display name.

To test this, I also added the same variable into a custom field where I confirmed that the ID was being used, and not the display name.