SA-25523

Summary

A work item is getting created from another work item through an agent. The access group of the agent is different to the access group via which the queue item is being queued for the creation of the second work item.

When the second work item is being opened, although operator has required ruleset in the stack, it says it cannot find the rule.

The issue is not occurring for any particular rule. It seems to be happening when a case is being updated through an agent as in case creation through agent or case resumption through agent.
 

Error Messages

Fail to find a 'RULE-OBJ-FLOW' with the name 'a_name' that applies to 'a_class'.

Steps to Reproduce

1. Create a work item.
2. Submit the work item which queues it up for an agent to create another work item.
3. Open the work item and the error will be displayed.

Root Cause

The issue is reproduced in the below scenario:

1) Create a work item via an access group which belongs to an application say ALPHA. This application has rulesets A and B in its stack.

2) Upon resolution of this work item, create a queue item for a standard agent to create another work item through an access group which points to an application say BETA. This BETA application has rulesets C and D in its stack. The flow invoked for this workitem is present in either ruleset C or D but not in ruleset A and B.

3) Now open the second work item with an access group pointing to application ALPHA. It generates the reported error because it will not find the flow. At this stage, the assignment table entry for this work item has the error message details populated with the error message of Rule-obj-Flow not found. The error is expected. An operator must have the required ruleset visibility to open and work on an assignment. Since the workitem has been created in different application with an inaccessible ruleset list, the error message will get generated.

Resolution

This is not a product defect but rather an implementation issue. Proposed to include additional routing logic and ensuring only the intended operators can open the assignments.