team leader id Escalation Process

[yelyah.nodrog]

I have been trying to create an escalation process based on custom buttons connected to Autotask's.

For non breached tickets it should go as:
1st Escalation - Email ticket owner (If no owner email team leader)
2nd Escalation - Email ticket owner & team leader (If no owner email team leader)
3rd Escalation - Email ticket owner, team leader and head of department (if no owner email team leader & head of department)

for breached tickets it goes:
1st Escalation - Email ticket owner and team leader (If no owner email team leader)
2nd Escalation - Email ticket owner, team leader & head of department (If no owner email team leader & head of department)
3rd Escalation - Email ticket owner, team leader, head of department & assistant director of the service (if no owner email team leader, head of department & assistant director)

Where possible we have set the team leader and manager(HOD) in the team structure under membership.

However some of our teams do not have team leaders and just have managers(HOD). I have tried to build in a process where if the team leader ID is not set in the Get request details - Team details then it skips sending the team leader a email and branches down a different route. However this does not seem to be working, the process isn't failing but it also isn't sending out the relevant emails.

 

Also I'm pretty sure the answer is no, but is there a way to email the owner team from the BMP to let them know a ticket has no owner? Realistically we don't want to be emailing a Head of department on the 1st escalation if possible becasue the ticket has no owner or team leader.

Also enhancement request? Can we add an additional level in the membership of the team to include Senior manager (Or whatever you want to call it) because at he moment to email the Assistant Directors of the service I am having to do the following and hardcode the AD's into the boxes: 

 

Many thanks for any help 

H
 

[yelyah.nodrog]

Hey Anything on this? 

At the very least I would like to know why it seems to be failing to register that the TEAM ID is set?

Many thanks

H

[Steve Giller]

Are you confusing "Not Set" with "Empty" in this?

In SQL terms "Not Set" is a synonym for "NULL" and that is not the same as an empty string or a value of 0.

[yelyah.nodrog]

Hey @Steve Giller, possibly but that isn't a option to use unless I'm doing something wrong?

I cant use is empty or is not empty?

Thanks

H

[Steve Giller]

Something like this should work, I think:

[yelyah.nodrog]

Thanks @Steve Giller, Ill give it a whirl!

H

[yelyah.nodrog]

Hey @Steve Giller 
 

I have made the change to the Autotask, However its doing the same thing, it is saying it was successful on the popup but isn't actually doing anything once it gets to that branch. 
I actually amended it to be == Empty because we want it to go down that route if the Team Leader is not set or == Empty 

It should be sending out a email to the HOD then updating the timeline to say its done it but nothing is happening

My understanding is Autotask's don't show in the failed workflows bit to see where its stopping?

[yelyah.nodrog]

Looking at the instance log its still going down the team leader set path and trying to email the team leader instead of the HOD :
 

1.827816s	INFO	Decision 'Team Leader Set?' (id=decision-379118eb), evaluating 2 branch expressions
1.827822s	DEBUG	Evaluating expression: '( (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=null && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!='') || (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && typeof global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]==='string' && (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"].toLowerCase() != '' )) )'
1.827825s	INFO	Expression matched: [( (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=null && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!='') || (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && typeof global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]==='string' && (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"].toLowerCase() != '' )) )], forwarding to target node: flowcode-3498504a
1.827840s	INFO	Process Flow Transition from 'Team Leader Set?' (id=decision-379118eb, type=Decision) to 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a, type=HornbillAutomation)
1.845166s	INFO	Execution Step: currentStage='s1', currentNode='flowcode-3498504a', suspended='false'
1.845177s	INFO	Unsuspending process at node 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a)
2.082082s	INFO	Unsuspending process at node 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a)
2.082090s	INFO	Process Flow Transition from 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a, type=HornbillAutomation) to 'End' (id=end_09ad05f0, type=ProcessComplete)
2.098021s	INFO	Execution Step: currentStage='s1', currentNode='end_09ad05f0', suspended='false'
2.135708s	INFO	Workflow processing complete

[Steve Giller]

That does not appear to be the expression you have been changing, and in its current for will always match because you're testing for NOT NULL or NOT "" - one of which will always be true.

[yelyah.nodrog]

Hey @Steve Giller, Yours was for Assigned team and that's not what we were ever looking for at our end?

Our issue is with Team Leader ID see screenshot from first post above:

I have been referencing Team Leader ID the whole way though.

 

The Teams bit below it was an enhancement request which perhaps I should of split out into a separate post to make it less confusing, as it was purely showing what i was having to do with the workflow to get what I needed for the Assistant Directors as there is nowhere to hold this information on the teams in the org structure.

I need the Team Leader ID to recognise if no team leader is set on the team in the org structure so that it doesn't try and fail to send a email to the team leader and goes down the other branch root to send directly to the manager(HOD) that's set instead.

As for the expression I'm sorry but I don't follow what's wrong with it I'm asking it to go down this route if the team leader is Not set (null) or Empty?

If its Set or not empty it goes down the yes route and sends an email to the team the logic for that route is as follows and works fine:

although probably not necessary on this side to have the not equal to empty bit.

Hayley 

[Steve Giller]

5 minutes ago, yelyah.nodrog said:

Yours was for Assigned team and that's not what we were ever looking for at our end?

That was just to demonstrate the structure, I didn't have a Get Team Details node set up.

The logging that you showed indicated that the first expression was matched, the one you have been editing is never reached so is (currently) irrelevant. You'll need to investigate why the expression for the first branch is always matching before you look at whether the second branch is correct as that will never even be checked with the Workflow as it is.

[yelyah.nodrog]

@Steve Giller

In that case, as you can see for the team in question team leader is NOT set. There is no membership of Team Leader. 

This is the team the ticket is assigned to:

 

When I run my Autotask , I have simplified the branch to just be this for yes:
 

and put in no match for my other branch, but its still trying to send the email on the yes team leader is set route. Is that not something wrong with that field in general at this point?

Log: 

.458932s	INFO	Decision 'Team Leader Set?' (id=decision-718bf829), evaluating 2 branch expressions
1.458940s	DEBUG	Evaluating expression: '(global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=null && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!='')'
1.458944s	INFO	Expression matched: [(global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=null && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!='')], forwarding to target node: flowcode-3498504a
1.458968s	INFO	Process Flow Transition from 'Team Leader Set?' (id=decision-718bf829, type=Decision) to 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a, type=HornbillAutomation)
1.473411s	INFO	Execution Step: currentStage='s1', currentNode='flowcode-3498504a', suspended='false'
1.473428s	INFO	Unsuspending process at node 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a)
1.772203s	INFO	Unsuspending process at node 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a)
1.772213s	INFO	Process Flow Transition from 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a, type=HornbillAutomation) to 'End' (id=end_09ad05f0, type=ProcessComplete)
1.790097s	INFO	Execution Step: currentStage='s1', currentNode='end_09ad05f0', suspended='false'
1.914454s	INFO	Workflow processing complete

Many thanks,

H

[yelyah.nodrog]

?

[yelyah.nodrog]

@Steve Giller Is there another way to determine if a team leader is set or not? I have tried setting the TeamLeaderID into a custom field ahead of time and using that to determine the path however that does not work either becasue apparently it never holds a blank value and if there is no team leader it puts in [object Object].

So this is going to be the issue with my TeamleaderID is set. as its always set with this filler data. Also I cant even clear out the information from the custom field at the end as blanks don't work and neither do nulls. I saw a workaround from someone using wiki markup to make it look like its blank but that's not really what we want either.

 

 

[Steve Giller]

I don't know what data is in your Instance, and it's not clear from the above exactly how the expression is set up, although it does appear that you have been focusing on, and making changes to, the expression that is not the one that matches.

Unfortunately, as a deep dive into this would require picking apart the Workflow in conjunction with checking the actual database contents this is almost impossible to do via the forums and may require an Expert Services session.