Log Request not assigning to chosen team

[AKJ]

I'm developing a workflow that needs to take some teams picked in the intelligent capture and create some calls within the same workflow, one call for each team selected.

On the Log Request node, I have tried every possible combination to get a call assigned to a chosen team, but in every instance it remains unassigned when the call is raised and the workflow errors out down the line as it is looking for the currently assigned team for other stuff.

In the Team field, I've tried:

• Using the display and raw values of the intelligent capture answer
• Populating a custom field with urn:sys:group: and the raw value, then feeding that into the log request node (e.g. urn:sys:group:TeamName
• Populating a custom field with the raw value of the intelligent capture answer, then feeding that into the log request node
• Assigning to the chosen team manually, then using the 'Get Team Details' node to try and obtain the TeamIdForTasks variable and feeding that into the log request node

If I'm not mistaken, the format it is looking for is urn:sys:group:TeamName, and it just so happens the team I am testing is in the upper-most level so no forward slashes needed. Plus the service it is creating a call under is currently set to support all teams.

I can assign the call through a separate assignment node using the display value of the intelligent capture answer, but this will lead to an overly complicated workflow as I would have to set up a lot of logic to filter each team and each call, and then assign.

Please can someone put me out of my misery and suggest what value is required to get this node to assign to the correct team? Thanks

[Peter Clough]

Do the teams you're aiming at support the service the request is in? Workflows will no longer assign to a team if they don't support the service.

[AKJ]

28 minutes ago, Peter Clough said:

Do the teams you're aiming at support the service the request is in? Workflows will no longer assign to a team if they don't support the service.

The service I was testing in was set to support all teams. However, off the back of your comment I created a new service, added a supporting team to test with, repeated the above using the new service and had the same outcome. Therefore something else is at play here.

[EWA]

And the team definitely allows task assignment...

Have you tried manually add the Team name.

[David Hall]

Hi @AKJ

I think it may just be the team format you are trying is incorrect for the 'Team' parameter.  The value should be the id of the team as defined in the admin organisational structure.. so for example with the attached image, the team name is '2nd Line Support' but if I wanted to assign to it I would use the value '2ndLineSupport'.

 

Hope that helps.

Kind regards,

Dave.

[CraigP]

I've just been experimenting with variables in the "Requests > Assignment > Assign to Team" node after this was failing to do what I was expecting, and it seems to be the Name that it's actually expecting, perhaps this is the case with the Log Request node too.

[AKJ]

Apologies for the delay in responding, took some annual leave.

On 16/09/2024 at 08:05, EWA said:

And the team definitely allows task assignment...

Have you tried manually add the Team name.

Yes to both. I tried to select the team from the drop-down and set it manually via a custom field, neither of which worked.

 

On 16/09/2024 at 12:31, CraigP said:

I've just been experimenting with variables in the "Requests > Assignment > Assign to Team" node after this was failing to do what I was expecting, and it seems to be the Name that it's actually expecting, perhaps this is the case with the Log Request node too.

That is something I was aware of and suspected it might want the display name instead of a raw value, another example of which being the catalogue item field under Requests > Log Request, which I keep forgetting won't accept the catalogue item Id number. But inputting the display name of the team was also not the solution.

 

On 16/09/2024 at 11:57, David Hall said:

Hi @AKJ

I think it may just be the team format you are trying is incorrect for the 'Team' parameter.  The value should be the id of the team as defined in the admin organisational structure.. so for example with the attached image, the team name is '2nd Line Support' but if I wanted to assign to it I would use the value '2ndLineSupport'.

 

Hope that helps.

Kind regards,

Dave.

I think I trapped myself into a hole here where I believed the ID of the team was urn:sys:group:TeamName, and that the start of this string (urn:sys:group:) was required based on other threads I've come across on this forum.

However, after reading your reply it occurred to me that I don't think I tried just the ID ('2ndLineSupport' in your example) in a custom field, or if I did it certainly didn't work previously. I just gave it a go and it worked first time! Really unsure why this didn't occur to me sooner but at least I know which parameter to use going forwards.

 

Thanks for your input all!