Case is routed to a user despite the user in unavailable
Case is routed to a user despite the user is unavailable to receive work. The case must be routed to the work group when the user in unavailable.
Steps to Reproduce
- Create a case
- Divert the case to a different work queue
- Set the current participant as unavailable
- Set the Substitute Operator Type as Work queue. Once the case is processed by a different work queue and the task is completed, the case is routed back to the original user who is unavailable to receive work
This issue was determined to be a product enhancement request.
An enhancement request, FDBK-29376, has been created for consideration by Pega Product Management.