Support Article
Unable to assign or complete Passed Deadline work item to user
SA-21450
Summary
Unable to assign Passed Deadline work items to available user.
Suppose for Passed Deadline work item, if user wants to assign that work item to another user then it has to route to specified user. But this scenario is failing in the application.
In Pega 7 all passed deadline work items are routing to the work group manager even the user available to receive work.
User is using Singapore time zone and calendar for this application.
Error Messages
This assignment has been reassigned to Manager, as user is unavailable.
Steps to Reproduce
Suppose for Passed Deadline work item, if user wants to assign that work item to another user then it has to route to specified user.
But this scenario is failing in our application.
Manager is able to receive Passed deadline work item instead of user.
Root Cause
An issue in the custom application code or rules.
Resolution
Perform the following local-change:
When an assignment is linked to a service-level agreement, the dynamic system setting Pega-ProCom.pyUseGoalTimeForAvailabilityCalculation affects this availability calculation.
Dynamic System Setting : pyUseGoalTimeForAvailabilityCalculation
Owning RuleSet : Pega-ProCom
Type : boolean
Default:
Level DefaultValue
1 true
2 true
3 true
4 true
5 true
Functionality: If true, the assignment's goal time is compared to the assignment's start time and effort estimate to determine operator availability.
For instance, if the start time is Feb 15th, the goal time Feb 22nd, the effort estimate three business days, then if the operator has three vacation days scheduled in that time, then it will not be considered available for the assignment, that is, five business days between dates, only two working days open for three days of work.
In case if assignment passed deadline is not required to calculate the availability of the operator, set above dysnamic system setting to False. This resolves the issue.
Tags:
Published August 23, 2017 - Updated October 8, 2020
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