HR Case template_invoked = false

Levi6
Kilo Contributor

‎05-11-2022 02:27 PM

When I submit an HR Case via record producer in the portal, the assignment group is being populated correctly by the HR Template associated to the HR Service. 

However, when I impersonate some users - the assignment group is not populated as specified in the HR Template, it's set to HR Tier 1.

Below I've posted screenshots of the histories for each record. You will notice that the Template is the same between the two, but in the example submitted during impersonation - the field template_invoked is false. Why is the template being invoked when I submit the case, but not for my user?

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6 REPLIES 6

John Zhang1
Kilo Patron
Kilo Patron

‎05-11-2022 05:50 PM

You got right assignment group for you, but not the impersonated user.   I guess the impersonated user is not within the assignment group you prefer.  Please add the impersonated user into right group you like to be populated.

 

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct. 

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Susan Britt
Mega Sage
Mega Sage

‎05-12-2022 06:05 AM

This may sound like a silly question, but can you confirm you are using the same record producer each time - submitting as yourself and the impersonated user?  I have seen where testing there will be a duplicated name of record producer or something that was not inactivated.  The template should indeed be the first place to look for Assignment Group to populate.  What happens if you create a case for this service manually in the platform or agent workspace?  Make sure the template is on the Record Producer form as well as the HR Service form.

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Levi6
Kilo Contributor
In response to Susan Britt

‎05-12-2022 07:45 AM

Hi sbritt,

Both cases were created using the same HR Service, and I've confirmed that the template is attached to the service, and it references the correct assignment group. 

I just can't figure out why the template wasn't invoked when I was submitting as the impersonated user.

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Susan Britt
Mega Sage
Mega Sage
In response to Levi6

‎05-12-2022 12:25 PM

Is the template also on the record producer?  I have seen inconsistent results on older releases when the Template is not also selected on the record producer's "Generated Record Data" tab, but I have not see this in Rome so far.  Is the template in a strange application scope?  I'd also verify if there are any records in Application Restricted Caller Access that may need to be updated to Allowed for your scope that could be related.