Support Article

Workbasket dashboard count showing zero

SA-34275

Summary



Workbasket dashboard count is showing zero however there are cases assigned in the workbasket.



This issue started occurring after clearing the DB cache.


Error Messages



The Flow Action pre-processing activity pzGetWorkgroupMetrics failed:


Steps to Reproduce

  1. Bring down nodes
  2. Clear all cache from SMA
  3. Clear DB cache(Truncate db tables)
  4. Delete Tmp folder from nodes
  5. Bring up nodes
  6. Login into the user portal and check the workbsket counts on the dashboard.


Root Cause



A software use or operation error: Process applied was for a 7.1.6 system, should not have been applied to a 6.3 SP1 system.

Resolution



Perform the following local-change: Revalidate and Save




Revalidate and Save was required on several additional declare expressions as well.

Published February 27, 2017 - Updated March 2, 2017

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