Workflow to assign cases to teams

[karlisNodBaltic]

Hello!

I'm trying to to set up a system where incoming cases are automatically distributed between two teams working in our company.
Incoming case will always contain standard form in Description field:

Description
----- Support request automatic generated mail -----
Case type: Firewall
Case issue: Connect
Country: Latvia
Username:
Subject: TEST Please ignore
...

So goal is simple - IF string Description contains 'Latvia' THEN assign to 'teamLatvia' ELSE assign to 'teamLithuania'.

So far I've come up with this:

ifThenElse(
  string\contains(description, 'Latvia'),
  assignedTeamId = 'teamLatvia'; status = 'Assigned'
  ifThen(
      string\contains(description, 'Lithuania'),
      assignedTeamId = 'teamLithuania'; status = 'Assigned'
      )
);

Question 1: how do I figure out Team ID? It's not listed when opening team page. Also that "assignedTeamId" is just my improvisation, based on example here - https://www.espocrm.com/documentatio...ation/formula/. Checked around Administration page, but didn't see anything named Environmental Variables or similar.
Question 2: if values are assigned in IF (which is in Conditions section), do I need to add anything in Actions section?
Question 3: am I identifying field Description correctly - without any quotation marks or anything?

It would help if there was a way to test this without actually creating new case each time - some kind of preview option, to see Syntax + how many entities would be affected. Something like Powershell -whatif argument, so I can do my tests first and only then set Workflow to Active.

Any help appreciated!

[Maximus]

Hello,
1. Open a detail view of your team and take a look at the URL string (e.g. http://localhost/espocrm/#Team/view/52bd3ee937361). 52bd3ee937361 is the team ID.
2. W/o action, the 'IF' statement doesn't make sense.
3. Identifying of the DescriptionIt field looks correctly.
I think you need to rewrite your formula, because it will never execute this part of the formula:

ifThen(
    string\contains(description, 'Lithuania'),
    assignedTeamId = 'teamLithuania'; status = 'Assigned'      
)

[karlisNodBaltic]

Thanks for clarification!

Right now I'm going for working concept, so I set it up like this, ignoring second team (after all, I can create another workflow for that):

Workflow trigger type: After record created;
Active: checked.

Condition:

ifThen(
  string\contains(description, 'Latvia'),
  teamsIds = '5c263ed135b555052';
);

Action:

Apply Assignment Rule
Assignment Rule
Round-Robin
Target Team
[URL="https://my.nodbaltic.com/#Team/view/5c263ed135b555052"]LV NOD[/URL]
Target User Position
--All--

It didn't work on the first run, because my imagined "assignedTeamId" was wrong - I missed the part that I can insert attributes from system and don't have to guess them.

Question: This setup assigns Case to user from correct team, but the team remains default. Is there a way how to assign it to Team itself, instead of user?

[Maximus]

You can avoid using Workflow and use Formula to achieve what you want. For example, add this Formula for the demanded entity:

ifThen(
  entity\isNew() && string\contains(description, 'Latvia'),
  entity\addLinkMultipleId('teams', '52bd3ee937361');
  status = 'Assigned'
);

ifThen(
  entity\isNew() && string\contains(description, 'Lithuania'),
  entity\addLinkMultipleId('teams', '52c553e73f0f8');
  status = 'Assigned'
);

Note: set correct teamsIds for the 'Lithuania'.
As you can see I have used the entity\addLinkMultipleId function to add team Id to this field.
This formula should be executed if you will create a new record and before you press save the 'description field will contain Latvia or Lithuania