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Support Article

Transfer assignment does not check the operator availability



When work assignment is transferred to an operator either through
  • Bulk  actions UI
  • Drag and Drop assignment on operator record
the operator's availability (whether operator is available to receive work or if any substitute operator is configured on the operator) is not considered. The assignment is transferred irrespective of the user availability. 

When the assignment is transferred through flow processing, the operator's availability is checked and the substitute operator receives the assignment when the primary operator is unavailable.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create an operator (Operator1). The 'Operator available to receive work' must be unchecked.
  2. Configure the unavailable period and Substitute operator (for example, Operator2).
  3. Create a work item with at least one open assignment.
  4. Use the Bulk Action UI to transfer the assignment to Operator1 created in Step 1. Verify if the assignment is transferred to Operator2. The existing logic still transferred the assignement to Operator1.

Root Cause

This behavior is as per Pega product design.


An enhancement request, FDBK-60414, is created for consideration by Pega Product Management.

Published August 15, 2019 - Updated December 2, 2021

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