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Support Article

WorkGroup is not updating for particular user in stage and Prod



User-A modifies the workgroup in the Designer Studio and when accesses the CaseManager portal, the workgroup shown is not updated.

User-A’s operator profile shows the correct workgroup.

This is reported in the staging and production environment.

There is an existing working user(User-B) wherein the updated workgroup is shown correctly in the CaseManger portal’s Dashboard.

Error Messages

There is no error on UI; however, in the server log below snippet is reported:

... (ticcontent.StaticContentClient) ERROR - 404 on request: /dmz__EkQN9w6OWCSkK1T-7LfYwWUX9_inmkieWVZH34[*/spacescript.js; Referring URL: https://abc/prweb/PRServlet/dmz__EkQN9w6OWCSkK1T-7LfYwWUX9_inmkieWVZH34%5B*/!PS1__TABTHREAD1?pyactivitypzZZZ=...."font-size: 8pt;">
...[TABTHREAD1] ( rd.resolve.SqlReportResolver) ERROR User_B - An error occured during resolving the report definition - null

Steps to Reproduce

1. Navigate to User's or operator(User-A) profile.
2. Modify the Workgroup(say from WG1 to WG2).
3. Save the changes.
4. Login to CaseManger portal using User-A credentials and observe the WorkGroup under Dashboard.

Actual Behavior: WorkGroup is showns as WG1.
Expected Behavior: WorkGroup to be shown as WG2.

Root Cause

On comparing the working operator(User-B) and non-working operator(User-A), the activity pyGetManagerWorkGroups was checkout.


For the non-working operator, that is,user-B, discarding the activity pyGetManagerWorkGroups (which was checked out) resolves the issue.

Published April 11, 2017 - Updated October 8, 2020

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