External routing does not trigger subflow

[David129]

Dear all,

I am trying to make AWA external routing working.

I have installed the required plugins and demo content.

I have configured a queue with the External Routing option and assigned a External Provider.

I have also created a subflow and action that I have tested.

When I start a new chat session, I see the chat assigned to the queue and remaining inn the queued status.

But I don't see the execution of my Subflow.

On the system logs, I see this error message.

External Routing Events: Unable to push external new work item event with the exception: java.lang.NullPointerException: Cannot invoke "com.google.common.collect.ImmutableMap$Builder.put(Object, Object)" because "eventDefinitions" is null

I guess something is wrong on the event definition that I am using, but I have used the one provided with the demo content. (CF. attached files).

I don't really know what can I do to troubleshoot my issue.

Could someone help me on this ?

Best regards

David

#external routing

#awa

[David129 · Accepted solution]

It works now since I have re install the External Routing plugin and rebuilt my subflow and action.

I probably made something wrong.

[janmoser]

Hey,

probably late to the party, but maybe others have similar problem in the future: not triggering the Subflow is caused by missing External Event Definition for Event type 'New'.

As soon as you implement at least 'New', the Subflow gets triggered 😉 

It's logical, bc. the subflow gets called according to the Work item lifecycle so when Work item is created (is New) and no External Event Definition for 'New' is implemented, then no Subflow is called...

Hope it helps.

Jan