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Support Article

Case is not routed to Default Assignee of Unavailable Operator



Assignment is not routed to Default Assignee of Unavailable operator (substitute operator).

Error Messages

Not Applicable

Steps to Reproduce

  1. Set Operator A as Unavailable for a specific period.
  2. Set 'Default to assignee' as Operator B.

  3. Open a case from the Manager Operator ID.
  4. Transfer a case to Operator A with the pyTransferAssignment flow action

Note: All the operators belong to the same workgroup.

Root Cause

The pyTransferAssignment flow action does not consider if the operator is available or not. It assigns the case to the operator without checking the availability since Pega supports the availability of the operator functionality for router activities, such as ToWorkList.


The pyTransferAssignment flow action has a pyReassignAssignment activity which post processes the flow action.

Since it is an Available rule; perform either of the following local-changes:

  • Customize the pyReassignAssignment activity.
  • Use the ToWorkList router activity to reassign the case.

Published May 23, 2018 - Updated October 8, 2020

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