The problem was some fields in schema (depending on topic) actually missing in the input to flow, so flow failed to error handler.
e.g., at time, wrapupNotes did not come through, even though was in the ACW topic schema definition.
I recommend using the JSON output type to get topic detail in to the workflow and use json functions to check and extract property values.
JSON output was not available when I first used triggers and battling with Genesys on missing fields in topic fell on deaf ears.
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Simon Brown
Maintel Europe Limited
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Original Message:
Sent: 03-21-2024 09:14
From: Charis Sideridis
Subject: Triggers all fail for Message mediaType
Hi Simon,
Have you found a solution? I have the same issue.
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Charis Sideridis
INTRACOM SINGLE MEMBER S.A. TELECOM SOLUTIONS.
Original Message:
Sent: 02-08-2023 11:33
From: Simon Brown
Subject: Triggers all fail for Message mediaType
Hi,
I have created a bunch of test triggers for most topics, acd, customer, user, acw
For my VOICE mediaType they are all firing and loading workflow and processing.
For my MESSAGE mediaType they are all firing but generating the same errors which I report in Participant data as no other way of seeing. The same old message which does not aid troubleshooting; example below
I am using triggers with both mediaTypes and queueId (where exists in the schema, otherwise the divisionId)
Example below;
{
"target": {
"type": "Workflow",
"id": "f5852ccc-ac5e-4df5-9948-0506bfd55c1c"
},
"matchCriteria": [
{
"jsonPath": "mediaType",
"operator": "In",
"values": [ "VOICE", "MESSAGE" ]
},
{
"jsonPath": "queueId",
"operator": "In",
"values": [ "35753bb9-6206-49f1-9316-687badca2549", "1a605d45-ba69-4a00-bf4e-d138c097a3c8" ]
}
],
"name": "Trigger acd.start on SJB... queues",
"topicName": "v2.detail.events.conversation.{id}.acd.start",
"description": "Trigger based on acd.start event for SJB... queues",
"enabled": true
}
The Ids are correct.
The topics schema information shows both types and nothing mentions the trigger can only have criteria to one mediaType.
Is there some rules around handling same multiple media types that's not covered in the Process Automation section of the API explorer?
Thanks in advance.
#ArchitectureandDesign
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Simon Brown
Maintel Europe Limited
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