Support Article

Wrong users are shown in "Assigned To" in AES work items

SA-38689

Summary



Autonomic Event Services (AES) work items show wrong values in the field "Assigned To".

When AES Manager attempts to assign a task using the "Assign to an Operator" flow action, the task is updating the Assign To field, but the item does not land into the operator's task list as it should be.

Error Messages



Not Applicable


Steps to Reproduce



The issue can be reproduced in the following two scenarios:
  • aesmanager want to assign an AES action item to the operator aesuser.
    The action item now has the status "Open-InProgress" and the user is displayed in the field "Assigned To" of the action item. Furthermore the assignment is show in the list "My Action Items" of the operator aesuser.
    Now resolve the action work item. The action item now has the status "Resolved-completed" and is no longer shown in the list "My Action Items" of the operator aesuser.
    Nevertheless the operator aesuser is still displayed in the field "Assigned To" of the action item.
  • Assume an AES action item has been processed according to previous scenario described above. Now the corresponding alert occurs again. Now AES will reopen the action item and set the status back to "New-AttentionRequired" or "New-ResearchRequired". The operator aesuser is still displayed in the field "Assigned To" of the action item.
    However there is no assignment to this user.
    The same is true if the action item is reopened manually.


Root Cause



A defect in Pegasystems’ code or rules. pyAssignedOperator is not updated when user assigns to workbasket or resolve work item.

An issue in the flow routing activity is selecting the wrong assignee.

Resolution



Apply HFix-32599.

Published May 30, 2017 - Updated June 16, 2017

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