Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

Operator availability not working when set from Manager portal

SA-45425

Summary



The Operator availability functionality is not working when set from the Manager Portal.

The 'Default to assignee' value is not persisted so cases are not being routed to the substitute Operator.


Error Messages



Not Applicable


Steps to Reproduce

  1. Open the Case Manager portal.
  2. Click on the Operator menu and select Availability.
  3. Enter the dates when the user will be unavailable.
  4. Select 'Operator' as the 'Substitute Operator type'.
  5. Provide the value for 'Default to assignee'.
  6. Submit the modal dialog.
  7. Open the Availability modal dialog again and see there is no value for 'Default to assignee' even though it was entered previously.


Root Cause



A defect in Pegasystems’ code or rules

Resolution



The code has been refactored in Pega 7.2 so the issue no longer exists in the later versions.

Use the following local change to address the issue in Pega 7.1.8:
  1. Override the section Data-Admin-Operator-ID.pySubstituteDetails and replace .pySubstituteOperator for operator substitute with .pyTempText.
  2. Override the activity Data-Portal.pySaveOperatorAvailability and add a new first step with:
    • Step page as CurOperator
    • A precondition as "@String.equals(.pySubstituteType,"Operator")". When true, choose 'Continue Whens'; when false, choose 'Skip Step'.
    • A Property-Set where .pySubstituteOperator = .pyTempText

Here are screen shots of the modified rules:






Suggest Edit

Published November 7, 2017 - Updated October 8, 2020

Did you find this content helpful? Yes No

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us