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Inconsistent pyResolvedUserWorkGroup when agent resolves order



When any agent resolves a work object, the pyResolvedUserID is updated as ‘System’. However, the pyResolvedUserWorkGroup is not consistent, (that is, it is updated with different values, such as, XXXX, YYYY, or blank).

Error Messages

Not Applicable

Steps to Reproduce

Resolve any Order through the agent. Verify the pyResolvedUserID and the pyResolvedUserWorkGroup work object table fields.

Root Cause

This behavior is as per Pega product design.


Here's the explanation for the reported behavior:
  1. When an Advanced agent resolves the work object, the pyResolvedUserWorkGroup becomes empty. This is  because the Advanced agent does not have information regarding the work group details since it does not depend on the queue item.
  2. When a Standard agent resolves the work object, the pyResolvedUserWorkGroup property value depends on the operator who created the queue item. When the queue item is generated by the operator, the queue item contains details such as, Organization Name, Division Name, Unit Name, and Work Group (these are populated from the Operator record).
  3. When two operators having different access groups create queue items, the queue items have different work groups. Hence, different work group values display on the resolved work objects.

Published May 10, 2019 - Updated October 8, 2020

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