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Support Article

Not able to search work id's from secondary work pool



User has configured two work pools to one operator ID and after switching the work pool user is not able search the secondary work pool case id in Case manager 7 portal.

Error Messages

Not Applicable.

Steps to Reproduce

1. Create operator ID.
2. Create access group with two work pools.
3. Switch to secondary work pool and search the case ID.

Root Cause

The behaviour is seen because the pxCurrentWorkPool property in pxThread page (of case manager portal) always defaults to the default work group.


The explanation for this behavior is as follows: 

When case Manager portal is launched, it always uses the default WorkPool defined in the Access Group and doe not depend on the current selected WorkPool in the designer studio.
Further, The WO search logic  restrict the search to the user's current work pool which can be seen in the pxThread page always. Thus user walways see the WO’s from the default WorkPool when searching from Case Manager portal.

Note that there is no option to switch WorkPool in Case Manager portal and hence if there is a need to search Work Objects from a different WorkPool via CaseManager portal, then the default Work Pool should be accordingly changed in the Access group.


Published June 30, 2015 - Updated October 8, 2020

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