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Support Article

ToWorkList with CheckOperator availability is not working

SA-22372

Summary



When a flow has an assignment with 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.

​In this case, it occurred for the Thailand locale.  

 


Error Messages



Not applicable


Steps to Reproduce

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


Root Cause



A defect in Pegasystems’ code or rules which caused the SLA action time to be calculated incorrectly. This calculation then led to the assignment of a substitute operator.

Resolution



Apply HFix-27043.

 

Published April 29, 2016 - Updated October 8, 2020

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