CA Service Management

Hello Team,

Do you know, How to Auto Assigns Workflow Tasks by location as affected customer location.

Please help advice for this case.

Thanks,

TK

Perhaps it may be possible to accomplish this with Process Automation, I'm fairly certain this level of configuration doesn't exist using "Classic Workflow" though.

Hi Komgrit,

With existing Classic work flow, you dont have scope to set autoassignment on work flow task. Perhaps you can check with ITPAM.

~Vinod.

Hi Komgrit,

As per my internal discussion, There is no feasibility to auto assign workflow task based on location.

assignees and delegates are given during the content definition itself.

Lets wait if there are other answers or work arround. However you may raise an Enhancement request by creating an IDEA in this communities.

~Vinod.

Hi support922.922,

Yes It is possible with a action macro in pending status task. You must to select the groups in the auto assignment tab. It's important that you have only one group by location no more. I've attached the macro. This macro works in 12.x or up. It doesn't works in r11.x. For R11.x is other macro.

Regards.

Hi SoporteCAcma ,

Thank you for your reply. Please share your macro.

Thanks in advance,

Hi Support922.922,

the macro is attached in my reply. Can not you see it?

Regards.

Hi SuporteCAcma,

Yes i can not see it.

TK

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string wc;

string location;

string contacto;

string contacto_final;

int thelength;

location = format("%s",chg.affected_contact.location);

wc = format("wftpl=%d",wf_template.id);

if (wf_template.auto_assign == 1) {

send_wait(0,top_object(), "call_attr", "lrel_svc_grps_svc_wftpl", "sync_fetch","DYNAMIC", wc, -1, 0);

if (msg_error()) {

logf(ERROR, "Autoasignacion: '%s'", msg[0]);

}

thelength = msg[1];

object workflow;

workflow=msg[0];

int i;

i=0;

for (i; i<thelength; i++) {

send_wait(0, top_object(), "get_co_group");

send_wait(0, workflow, "dob_by_index", "DEFAULT", i, i);

send_wait(0, msg[0], "call_attr", "cnt", "get_val");

contacto=format("%s",substr(msg[0],0,32));

wc = format("id=U'%s'",substr(msg[0],0,32));

send_wait(0,top_object(), "call_attr", "cnt", "sync_fetch","DYNAMIC", wc, -1, 0);

send_wait(0, msg[0], "dob_by_index", "DEFAULT", 0, 0);

send_wait(0, msg[0], "call_attr", "location", "get_val");

if (location == format ("%s",msg[0])) { contacto_final = format("%s",contacto); }

}

object group_lead;

send_wait(0, top_object(), "get_co_group");

if (msg_error()) {

errmsg = format("AI SPELL :: get_co_group error: '%s'", msg[0]);

logf(ERROR, errmsg);

return;

}

group_lead = msg[0];

int err_stat;

err_stat = 1;

while (err_stat) {

send_wait(0, group_lead, "checkout", this);

if (!msg_error()) {

err_stat = 0;

} else {

sleep(1);

}

}

send_wait(1, this, "call_attr", "group", "set_val", (uuid)contacto_final, "SURE_SET");

send_wait(1, this, "call_attr", "assignee", "set_val", "NULL", "SURE_SET");

if (msg_error()) {

logf(ERROR, "AI SPELL :: call_attr.set_val error: %s", msg[0]);

return;

}

else {

if(is_null(group)){

send_wait(1, this, "call_attr", "group", "set_val", "31B1BC7F0E4C6A4B92C08AFB267232AD", "SURE_SET");

}

send_wait(0, group_lead, "checkin");

if (msg_error()) {

logf(ERROR, "AI SPELL :: group_leader checkin to %s error: %s", cnt_dob.sym, msg[0]);

send_wait(0, group_lead, "uncheck");

}

}

}

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enjoy it!!!!!