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  • 1.  Issue with HRIS agent sync

    Posted 11 days ago

    We are building an HRIS Integration for Workday.  Currently, a Get-Agents Workflow has been assigned to the Integration, and the daily agent sync feature is on.

    We have Users that have been added to a Management Unit, and those Users appear in the WFM → Agents view.  These Users have no HRIS Integration assigned to them ("HRIS" column says "None").  My understanding is that for any of these Users, if their email address in Genesys matches an email address returned from Workday via the Get-Agents Workflow, then they will automatically be assigned to the HRIS Integration (i.e., the "HRIS" field will be updated).

    For us, this is not happening.  I can see that the Get-Agents Workflow is being executed every 24 hours, and that the agent IDs and email addresses pulled from Workday are properly being stored in the String Collections "Flow.externalIds" and "Flow.emails", respectively.  The order values in each Collection are aligned properly.  I picked a User found in the WFM → Agents view, and found that this User's agent ID and email were retrieved in the latest execution of Get-Agents, and that the email address returned matched their email address in Genesys.  Shouldn't that User have then been assigned to the HRIS Integration?  What am I missing here?


    #Integrations

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    Nick Varn
    IT
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  • 2.  RE: Issue with HRIS agent sync

    Posted 6 days ago
    Edited by Krishna Raghuraman 6 days ago

    Hello,

    Couple of preliminary things to start with

    1) Is there an HRIS Integration thats "activated" with the workflow assigned correctly to it. In this case the workflow returning the email and external identifier of the Genesys user

    2) Is this issue happening for all the agents or one or few agents?



    ------------------------------
    Krishna Raghuraman
    Lead Software Engineer
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  • 3.  RE: Issue with HRIS agent sync

    Posted 5 days ago

    Hi Krisha,

    We do have an active HRIS Integration with the Get-Agents Workflow assigned and the agent-sync feature turned on.  I can see that the assigned Get-Agents Workflow is being executed every 24 hours as expected, and the Workflow succeeds with the agent IDs and email addresses arrays from the Data Action correctly being stored in the String Collections "Flow.externalIds" and "Flow.emails", respectively.  This is happening for ALL agents -- we have Users in Genesys that are assigned to the Management Group, with valid email addresses matching to those returned from the Data Action, but they are not being assigned to the HRIS Integration after the agent sync completes.

    Here is our Organization ID:  6b701426-9177-4b07-b94d-0a18b4839000



    ------------------------------
    Nick Varn
    IT
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    Original Message


  • 4.  RE: Issue with HRIS agent sync

    Posted 5 days ago

    Hello Nick,

    Based on some preliminary investigation, it looks like workflow is not returning the users configured in HRIS system. I am seeing the following message in the logs "Loaded 0 HRIS users through workflow". From your post, it sounds like you have verified that the data action is returning the list of emails and external Ids correctly. It is possible that the workflow's output variable buckets are not set up correctly to be wired with that information. Could you please double check the workflow set up?



    ------------------------------
    Krishna Raghuraman
    Lead Software Engineer
    ------------------------------

    Original Message


  • 5.  RE: Issue with HRIS agent sync

    Posted 5 days ago
      |   view attached

    Hi Krishna,

    I currently have the agent IDs from the Data Action being saved to variable "Flow.externalIds", and the email addresses saved to "Flow.emails".  According to the blueprint documentation (https://developer.genesys.cloud/blueprints/wfm-hris-blueprint), these are the expected output variables for the Get-Agents Workflow.  I have attached screenshots of yesterday's execution history, showing the values of the String Collections being saved to these two variables successfully. It seems to me like the HRIS Integration is not accepting the variables, or else not processing the values of the variables correctly.

    What logs are looking at that displayed that message?  Am I able to view them myself?  Where are they located?



    ------------------------------
    Nick Varn
    IT
    ------------------------------

    Original Message


  • 6.  RE: Issue with HRIS agent sync

    Posted 5 days ago
    Edited by Krishna Raghuraman 5 days ago

    Hi Nick,

    It is best not to share organization specific information like emails in this forum. It would be ideal to remove the attachment from the post. The logs referred here are internal to Genesys engineering team only and not for external access.

    If the flow variable names are correct , please ensure the variables are marked as output appropriately for the state variables to supply and carry the information to flow output variables. If you still have issues with workflow setup, feel free to reach out to CARE for further assistance.



    ------------------------------
    Krishna Raghuraman
    Lead Software Engineer
    ------------------------------

    Original Message


  • 7.  RE: Issue with HRIS agent sync

    Posted 4 days ago

    The issue was that the variables "Flow.externalIds" and "Flow.emails" in the Workflow were not designated as output variables in the Data section.  Once I set them as output variables, the Integration was able to consume the values from the Data Action and assign users to the HRIS Integration.  Thanks for your help Krishna.



    ------------------------------
    Nick Varn
    IT
    ------------------------------

    Original Message


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