Support Article
New Case is displaying confirm harness instead of Perform harnes
SA-39549
Summary
New offline Case in Android mobile application is displaying Confirm harness instead of Perform harness.
|Javascript Console: Setting work item as completed in assignment list...
Javascript Console: case: --> getConfirmHarness
Javascript Console: [object Object]
Note: It works as expected on the Mobile and desktop browsers (displaying the perform harness) with the same operator.
Error Messages
Not Applicable
Steps to Reproduce
1. Login to Android Mobile application.
2. Tap on + button to create a new Case
3. It displays Confirm Harness with a Thank you message by default instead of Perform Harness.
Note: This issue is NOT reproducible on Mobile and Desktop browser with the same operator.
Root Cause
This issue was determined to be a product enhancement request.
Developer had configured a router on his first assignment. The use case was such that Operator A would create the offline case.
This would get routed to his manager Operator B.
If Operator B had further questions, the work object would be assigned back to Operator A.
Hence, the routing "ToCreateOperator" configured on the first assignment.
This is expected behavior. Routing decisions are made on server side during synchronization.
In offline when there is an Assignment configured with routing, confirm harness is displayed.
Resolution
An enhancement request, FDBK-19864, has been created for consideration by Pega Product Management.
Published August 11, 2017 - Updated October 8, 2020
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