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Support Article

Articles pending a scheduled review not processed as expected

SA-82239

Summary



Articles which have a Review scheduled are routed to an incorrect work basket. Hence, the articles are not processed on the specified Review date.


Error Messages



Not Applicable


Steps to Reproduce



Add a scheduled review date to an article.


Root Cause



The ExternalKMUser access group  should point to the custom application. Currently, this access group points to the out-of-the-box Pega Knowledge Management application.


Resolution



Perform the following local-change:
  1. Ensure that the ExternalKMUser access group points to the custom application.
  2. Add the KMDefault to the work group list to modify the work group for the operator.
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Published December 2, 2021

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