Question
Estes Forwarding Worldwide
US
Last activity: 4 Nov 2022 14:55 EDT
Access to assignments
I have created a case that routes assignments to many different work groups. During development, I would like to be able to open these assignments, regardless of my operators work group. Is there a way to achieve this? It would be very helpful if I could see the assignments in the "To Do" section.
Thanks,
Devin
***Edited by Moderator Marije to add Capability tags***
Accepted Solution
Updated: 4 Nov 2022 14:55 EDT
Estes Forwarding Worldwide
US
Turns out the issue was a report definition, pyWorkBasketAssignmentsDefinition, that had been overwritten. The updated RD wasn't returning any case assignments due to bad logic. The user who was able to view the case assignments in the assignment view, pxAssignmentView, had privately edited the record to return the correct data.
Thank you @SanthoshB6893 for your help on this!
Mindtree Ltd
US
@DevinD16607791 Usually OOTB RDs filters the assignments related to Operator's current work group. If you want to view the list of assignments from other work groups, you will have to update the RD to not to filter using work group. If you are seeing issues with processing them, then you will have to update the Access Roles restrictions (if any already)
Estes Forwarding Worldwide
US
@SanthoshB6893 Thank you for the insight, this is very helpful.
There is currently a user who has the access that I mentioned. My operator, on the other hand, is not able to view any assignments in the "To Do" assignments list, even though I am a member the correct work group. I can only view them on the Dashboard page. What might this be causing this behavior? Is it likely the RD was updated?
Estes Forwarding Worldwide
US
@SanthoshB6893 Also, does being the the operator who created the case type give you special privileges?
Mindtree Ltd
US
@DevinD16607791 you need to check the TODO list source. I think if you are a follower/participated in the case journey, you will see it. To confirm that, check the source of the UI to understand it better.
Estes Forwarding Worldwide
US
@SanthoshB6893 The UI component that displays the assignments is pyAssignmentListFlat and the source is the D_CaseAssignments, both OOTB. I'm a part of the Work Group associated with the Work Queue the assignment is being routed to and I'm still not seeing the assignments. Again, the developer who created the application IS seeing the created assignments...
I'm trying to dig through D_CaseAssignments and associated activities to see where the issue may be, but there's a lot there..
Estes Forwarding Worldwide
US
Still struggling with this one.. debugging this one seems nearly impossible due to the size of the complexity of these OOTB. Any help or guidance would be greatly appreciated.
I have discovered that D_CaseAssignments is returning a result count of 0 for my user even when there is a case assignment. My only option is to go to the Work Queue to open given assignment. This isn't too difficult but it is a fault in the behavior of the application.
This is all OOTB so I'm extremely confused I'm getting different behaviors for different users.
Accepted Solution
Updated: 4 Nov 2022 14:55 EDT
Estes Forwarding Worldwide
US
Turns out the issue was a report definition, pyWorkBasketAssignmentsDefinition, that had been overwritten. The updated RD wasn't returning any case assignments due to bad logic. The user who was able to view the case assignments in the assignment view, pxAssignmentView, had privately edited the record to return the correct data.
Thank you @SanthoshB6893 for your help on this!