Support Article

Wait Shape is not working for less than one-hour time

SA-31799

Summary



Routing does not work if there are multiple Wait shapes in a flow. The wait date-time difference between the Wait shapes is less than one hour.

Error Messages



Not Applicable

Steps to Reproduce



Configure two Wait shapes such that the difference between the date-time fields is less than an hour.

Root Cause



The problem occurs when there is no routing defined on the assignment following the Wait shape, or it is configured to route to the current operator. The current operator for the waiting flow is not the operator who is working on the child case as the dependency is handled by an agent.

Resolution



Perform the following local-change:
Route the assignment after the Wait shape to a specific user or workbasket.

Published December 23, 2016 - Updated January 5, 2017

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