Hornbill request not assigning to Awaiting Authorization Team.

[Archana]

Hi Team,
We seem to have an issue in Hornbill where requests that require authorisation are not being assigned to the 'Awaiting Authorisation' Team. Noted this issue happening from 11 July 2024 and worked previously.
Usually when a request  requires Authorization, it gets assigned to Team 'Awaiting Authorization' and once the approval is received from respective person it get transferred to the team which act on the request.

The request is currently sending emails to individuals for authorization; however, the Team field remains blank (or unassigned). It should display 'Awaiting Authorization' until the request is authorized by the person.

Please confirm whether there have been any changes on Hornbill's end that might affect this workflow.

[Peter Clough]

There was a change where you can only assign to teams that support the service, so presumably your authoriser team is not supporting the service.

It's considered as fixing a bug, so not likely to be changed.

[Archana]

Hi Peter,
Thank you for your response.
How do we understand the teams are supported by the service or not. Is there anything we need to amend here to rectify our issue.

[CraigP]

Navigate to the Service Portfolio section and select the service you want to add the supporting team to. You should see a "Supporting Teams" section on the right hand side listing all the teams that support that service. You can add your 'Awaiting Authorisation' Team there.

[Steve Giller]

1 hour ago, Archana said:

How do we understand the teams are supported by the service or not.

Sorry to be pedantic (a lack of understanding here could cause issues) but Teams support Services, not the other way around. (I do appreciate that may be a typo, of course!)
As CraigP explained, you add the teams to the Services under the "Supporting Teams" section.