Hi,
Not same issue as that post Dewald.
Through removing fields one at a time I have seen what causes the error is happening, I think I need to create a separate topic for it.
Basically the field
wrapupNotes causes the schema error. If I remove that it fires and workflow works as expect.
Painful process to troubleshoot with no Audit entries for these failures and the inbuilt
errorCode fields only states
INVALID_SCHEMA and the
detailsErrorCode is just as unhelpful as always states
ACTION.PROCESSING.
Also with the workflow, even if I unpublish, and remove trigger that references workflowId I am still unable to remove variables from the Flow as architect still flags them as in use by a published flow.
I have to create new version workflow, get new ID and re-create the trigger.
------------------------------
Simon Brown
Maintel Europe Limited
------------------------------
Original Message:
Sent: 02-07-2023 14:48
From: Dewald Smit
Subject: Unable to trigger a Process Automation Work flow
Hi Simon,
Please look at @Jerome Saint-Marc post regrading wrapup.
"acw fires but I get error with API call regarding schema." - Please advise where you are getting this error.
Please share your trigger config for acw topic.
Auditing architect flows is on the roadmap.
------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
Original Message:
Sent: 02-07-2023 12:54
From: Simon Brown
Subject: Unable to trigger a Process Automation Work flow
Having issue with acw and wrapup triggers
wrapup trigger never seems to fire, and I know my criteria is correct.
acw fires but I get error with API call regarding schema. Checked the schema a 100 times, the names match identically, they are all marked as Input to flow but workflow still fails - this will be me referring to the flow.variables I have defined from previous experience but the difference here is I can see I spelt them all correctly whereas first time I had a typo.
The Audit section in GC does NOT seem to audit failures and reason, I can only use the errorCode field (returns INVALID_SCHEMA) and the detailsErrorcode (returns ACTION.PROCESSING) as participant data to see something against the conversationId.
Why does the Audit section not elaborate of failures, am I missing some configuration?
I have set up triggers for most topics to test them and my user/customer/acd start/end ones all appear to work fine, just wrapup and acw falling over.
------------------------------
Simon Brown
Maintel Europe Limited
Original Message:
Sent: 01-26-2023 07:21
From: Dewald Smit
Subject: Unable to trigger a Process Automation Work flow
Nevermind, the trigger was disabled. Doh.
------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
Original Message:
Sent: 01-26-2023 07:13
From: Dewald Smit
Subject: Unable to trigger a Process Automation Work flow
HI Jerome, I have a related question if that is fine.
We have a trigger that we have tested successfully before, but now i can't get the trigger to fire the workflow.
Is there any way to troubleshoot why the trigger does not fire?
------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
Original Message:
Sent: 01-09-2023 11:47
From: Jerome Saint-Marc
Subject: Unable to trigger a Process Automation Work flow
You're welcome.
Regards,
------------------------------
Jerome Saint-Marc
Genesys - Employees
Original Message:
Sent: 01-09-2023 11:43
From: Velmani Natarajan
Subject: Unable to trigger a Process Automation Work flow
Hi Jerome,
You are spot on.
My trigger works fine now. As you pointed out, as soon I replaced the wrap-up code label with wrap-up code GUID in the matching criteria the trigger started working.
{
"jsonPath": "wrapupCode",
"operator": "Equal",
"value": "Test"
}
{
"jsonPath": "wrapupCode",
"operator": "Equal",
"value": "7cb06077-0913-4d60-93f7-c13cb48f1dc1"
}
Thank you so much.
------------------------------
Velmani Natarajan
MVP Health Plan, Inc.
Original Message:
Sent: 01-09-2023 05:21
From: Jerome Saint-Marc
Subject: Unable to trigger a Process Automation Work flow
Hello,
If you are testing with a Contact Center Agent setting the WrapUp code, then you must use v2.detail.events.conversation.{id}.acw as topicName.
v2.detail.events.conversation.{id}.wrapup is for system set wrap-up code
See here
Also, note that the wrapupCode attribute contains the id (GUID) of the WrapUp code, and not its label (so your condition on wrapupCode equal to "Test" will fail).
Regards,
------------------------------
Jerome Saint-Marc
Genesys - Employees
Original Message:
Sent: 01-08-2023 20:56
From: Velmani Natarajan
Subject: Unable to trigger a Process Automation Work flow
Hi Robert,
Thanks for your quick response.
I am building my very first trigger for the wrap-up code. To keep it simple, I am not passing any variable and hard-coded all values to send an SMS. I wonder why the workflow is not getting triggered. I opened a ticket with support too. Waiting to hear back.
Thanks
------------------------------
Velmani Natarajan
MVP Health Plan, Inc.
Original Message:
Sent: 01-08-2023 19:58
From: Robert Wakefield-Carl
Subject: Unable to trigger a Process Automation Work flow
One thing to remember is that the triggers only pass the conversation ID, so if you need to process any data, you have to use a data action to pull things like the phone number. Also, each time you send the API in, you will get a new version of the trigger. Make sure yours is showing as enabled. Also see the trigger example in the resource center to add the filter for not triggering repeatedly.
------------------------------
Robert Wakefield-Carl
TTEC Digital, LLC dba Avtex
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 01-08-2023 16:47
From: Velmani Natarajan
Subject: Unable to trigger a Process Automation Work flow
We are testing the following Process automation API trigger.
{"topicName": "v2.detail.events.conversation.{id}.wrapup",
"name": "SendSMSforWrapuoCodeTest",
"description": "Trigger to send a SMS when a wrapup code Test is selected by an agent",
"target": {
"type": "Workflow",
"id": "bfd8e7d8-4279-4883-a38c-d2508389c6fe"
},
"enabled": true,
"matchCriteria": [
{
"jsonPath": "mediaType",
"operator": "Equal",
"value": "VOICE"
},
{
"jsonPath": "wrapupCode",
"operator": "Equal",
"value": "Test"
}
]
}
This wrap-up trigger should call the following workflow "SendSMS' every time an agent wrap-up a call with a wrap-up code "Test".
The work flow calls a fully tested data action "Genesys - Send SMS": I tested this data action manually. It sends out a SMS successfully.
However, when an agent applies a wrap-up code "Test". No SMS is sent out.
I don't know whether the process automation workflow got triggered or not. Appreciate your help.
Thanks
#ArchitectureandDesign
------------------------------
Velmani Natarajan
MVP Health Plan, Inc.
------------------------------