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Support Article

ToLeveledGroup/ToSkilledGroup Routing not routing properly

SA-12794

Summary



When using Assign- NewDefaults to add routing skills to an assignment, it is observed that these skills are not used during routing by the out-of-the-box (OOTB) routing activities, ToLeveledGroup or ToSkilledGroup.


Error Messages



Not Applicable
 

Steps to Reproduce

  1. Configure the NewDefaults activity to call addSkill with the appropriate skills of interest.
  2. Configure an assignment to use the ToSkilledGroup routing activity.
  3. Switch on Pega Platform Tracer and launch the flow to generate and route the assignment of interest.


Root Cause



The reason the newAssignPage does not contain the skills added in the NewDefaults activity is that the extension isn't called until routing is complete.

Resolution



This issue is resolved through the following local-change:

Create a custom routing activity that first populates the skills of interest then calls the desired OOTB routing activity.
Suggest Edit

Published August 14, 2015 - Updated October 8, 2020

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