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Troubleshooting: Auto refresh of worklist does not display new work

You are using the dashboard of the Customer Process Manager (CPM) Customer Service Representative (CSR) user portal. After creating one or more new cases, you notice that the My Work tab does not show the newly created cases after you click the Refresh icon. You try various alternatives for refreshing the work list, but nothing works.

Explanation

Investigation determines that the application exhibiting this problem uses the federated worklist, which retrieves data from the Federated Case Management Repository (FCMR). Federated worklists populate data from Data-Page D_pyFCMRWorkList, which is refreshed only on browser load of the page.

Suggested approach

If your application uses the federated worklist and your worklist does not refresh to display newly created work items or cases, set the Refresh Strategy for the FCMRWorkList data page to Reload once per interaction:

  1. Copy (Save As) the Data-Page D_pyFCMRWorkList to a custom ruleset.
  2. Open this data page for editing.
  3. In the Load Management tab, select the check box Reload once per interaction.
  4. Save the data page record.

Edit copy of data page FCMRWorkList, Load Management, Refresh Strategy

Published December 12, 2014 — Updated October 2, 2015


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