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

Levi6
Kilo Contributor
In response to Susan Britt

‎05-13-2022 10:03 AM

Hi sbritt,

By linking the template to the record producer, cases are now being assigned to the appropriate assignment group! Thank you.

The HR Template is still being ignored, so the Priority for new cases are incorrect - but at least they're being assigned appropriately.

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Susan Britt
Mega Sage
Mega Sage
In response to Levi6

‎05-13-2022 12:19 PM

It should set the Priority correctly from the Template, if it is there.  Things that could impact it:

  1. Does your Record Producer script have code to set the Priority?  This will override the template
  2. Any variable from the Record Producer mapping to the Priority field?
  3. Is the user you are creating the case for a VIP user?  If so, the system property for VIP default priority in HR Properties will override the template IF the template default value is lower than the VIP default value.
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