trying to auto-assign calls to a team based on service

[Gary@ADL]

Hi Guys - can anyone help, im struggling to use workflow to auto-assign requests to a team based on the service the request is logged under in the portal.

im trying to branch based on what service is selected (CAD Services), am I using the right branching criteria? as the options ive got don't exactly match the database colun names, but ive tried a few iterations, ive also tried to route it based on catalogue, but not getting anywhere with that either, 

 

or am I missing something else?

 

cheers

Gary

 

 

 

 

 

[Martyn Houghton]

@Gary@ADL

 

Gary we branch in our BPM based on Service and I have tended to use the Service name, in the example below I branch where the Service Name begins with hosted, to select all my hosted services rather than an individual one in your case.

In terms of the assign we use the Entity Assign option rather than the Application one.

Hope that helps.

 

Cheers

Martyn

 

[Gary@ADL]

many thanks Martyn i'l give this a whirl  

 

 

[Gary@ADL]

Ive tried this and im still not getting the result im looking for? both my service, and my catalogue item start with CAD (service - CAD services, catalogue items - CAD request, CAD fault) so im fairly certain this is correct.

 

ive also changed the assign box as per Martyns comments, this seemed correct as well, as it let me select the team (engineering), rather than typing in manually,

 

im a bit stumped really, especially after looking at Martyns example and setting mine up the same,

 

 

[Martyn Houghton]

@gary@adl

 

Do you get a timeline entry showing the BPM has reached the Assign Node? Also does you Workflow HUD at the top show green or red?

Cheers

Martyn

[Gary@ADL]

no it doesn't mark it as assigned, the timeline line stays green, so I don't think its 'erroring' as such, just not liking branch expression I don't think?

 

attached is the 'get request details' node I have in before the branch, perhaps this isn't getting the correct details?

 

 

[Victor]

@Gary@ADL this should be working I just tested this in my instance and...should...work... (sad face) ... I'll have another look tomorrow, maybe is something I am missing here.

 

[Gary@ADL]

@Victor @Martyn Houghton

 

many thanks for your help with this guys - ive now got it working!

 

I had set the default process flow for the service correctly, but I had forgot to set the flow for each catalogue item - so when I was logging a call using my catalogue item it wasn't using my new one that I'd set as the default one for the service, it was of course using the one defined for that catalogue item - which I'd missed setting this time around! :|

 

 

[Victor]

@Gary@ADL happy this is sorted then!