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Service level agent fails with authorization error



A user creates a work object and it is routed to a workbasket for completion. The user is not authorized to process assignments in the workbasket. When the service level rule is executed for the work object, the agent fails and a Broken-Process queue item is generated.

Error Messages

You are not authorized to open instance ASSIGN-WORKBASKET ORG-WORK W-1!ASSIGN

Steps to Reproduce

  1. Configure a work object with an overall SLA (service level agreement) that runs the resynchAssignmentUrgency activity. 
  2. Create a work object and route it to a workbasket. The user should not have access to this workbasket.
  3. Wait for the agent to process the overall SLA.

Root Cause

The error occurs because the service level agent runs using the context of the user who created the work object. Since this user does not have access to the workbasket assignment, the authorization error occurs.


Perform the following local-change:  save the Assign-Workbasket canPerform When rule into your ruleset and modify it to allow access for the agent. You can do this by checking whether the pxRequestor.pxUserIdentifier is 'System' and updating the logic string accordingly.

Published March 23, 2016 - Updated October 8, 2020

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