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Support Article

ToWorkList with CheckOperator availability not working



When a flow has an assignment that has custom routing to a worklist, if the CheckAvailability option is also selected, the assignment is routed to the user's work group manager instead of that user.

This issue only occurs if the operator is associated with certain locales. 

Error Messages

Not applicable.

Steps to Reproduce

  1. Create a process flow with a single assignment with a default SLA.
  2. Use the ToWorkList as a routing activity and select the CheckOperatorAvailability checkbox.
  3. Create a operator IDwith the default locale as th_TH and the set the work group with the manager details.
  4. Run the process flow.

Root Cause

The System Setting Pega-ProCom.pyUseGoalTimeForAvailabilityCalculation is set to true.

When an assignment is linked to a service-level agreement, this system setting affects the availability calculation.

There are multiple functions involved for setting the AssignTo parameter which check on availability and substitutes. When this value is set to true, the work group manager is defaulted due to the lack of an available operator.


Perform the following local-change:

Set the System Setting Pega-ProCom.pyUseGoalTimeForAvailabilityCalculation value to “false”.


Published April 3, 2016 - Updated October 8, 2020

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