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Support Article

Operator Availability functionality doesn't route work correctly

SA-44714

Summary



Operator Availability functionality does not route work away from unavailable operators.


Error Messages



Not Applicable


Steps to Reproduce

  1. Mention the Operator unavailable dates in the operator rule.
  2. Route the assignment to the operator at that time.

Root Cause



The assignment to send the object to the operator was configured incorrectly to factor in availability because the Operator option for 'Route to' was used.


Resolution



Perform the below steps to resolve the issue.
    1. Select Custom in the Route to field.
    2. Set the assignment type to Worklist.
    3. Use a ToWorklist router.
    4. Provide an operator name for the operator parameter.
    5. Check the CheckAvailability checkbox.



    Published December 4, 2017 - Updated October 8, 2020

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