How to access Case routed to [email protected]
In our application, one of the work group Manager is set as "[email protected]". Since the Operator profile is not available for assignments, cases got routed to [email protected]. This has been confirmed in Audit.
How to access these work objects, I have tried logging in with this ID, but I am not able to add the Application's access group to this profile as any create/Modify data is not authorized.
Can someone help how to access these lost work objects? Is it possible to route back these assignments to intended operators?
Accepted Solution
Coforge
IN
Hi Raghu,
Since my application has dedicated work groups created, I am not able to see any of the case instances in Bulk Action even after removing all the filters.
However using the OoTB activity to repair Problem Assignments resolved the issue. Activity Name: FixProblemAssignments in Work- Class.
I have deleted the latest assignment by passing the handle to this activity and re-run it from the Operator ID that have access to the application to create the same assignment routed to intended operator.
Thanks for the help!!!
Pegasystems Inc.
IN
Open Case manager portal.
Click on the profile icon or image
you will see BulkAction
select Process and set filter criteria Assigned to operator= [email protected]
and in the process select change operator and assign it to the desired.
Accepted Solution
Coforge
IN
Hi Raghu,
Since my application has dedicated work groups created, I am not able to see any of the case instances in Bulk Action even after removing all the filters.
However using the OoTB activity to repair Problem Assignments resolved the issue. Activity Name: FixProblemAssignments in Work- Class.
I have deleted the latest assignment by passing the handle to this activity and re-run it from the Operator ID that have access to the application to create the same assignment routed to intended operator.
Thanks for the help!!!