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Support Article

operators incorrectly considered unavailable

SA-4208

Summary



We have several operators where when a case is routed to them, PRPC decides that those operators are unavailable and routes the case to the work administrator worklist instead.

Problem is that those operators are available to receive work and do not have unavailability period configured, so there is no reason why the operators should be considered unavailable.

The operators are able to pull work from workbasket and work with it, but when there is routing in process they are flagged as unavailable

Error Messages



No actual error message, standard unavailability message is in the audit list. for example: This assignment has been reassigned to Operator [email protected], as operatorID is unavailable.


Root Cause


This has been a problem since a recent migration. Likely cause was a corruption due to the migration.

Resolution



There was a corrupted connector on flow that was visible, but not editable. Apparently it also somehow worked, but caused this to happen.
The connectors on the flow were remade and the issue disappeared.

Published January 31, 2016 - Updated October 8, 2020

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