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Support Article

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.

Error Messages


Not Applicable


Steps to Reproduce

  1. Create a case
  2. Divert the case to a different work queue 
  3. Set the current participant as unavailable
  4. 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

Root Cause

This issue was determined to be a product enhancement request.


An enhancement request, FDBK-29376, has been created for consideration by Pega Product Management. 




Suggest Edit

Published January 3, 2019 - Updated December 2, 2021

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