Cannot do any action on a Case object - It does not have a record under the class Assign-Workbasket
Hello,
I am trying to do an action on an object of type Case (either Edit or change case status,..) but I am getting the below warning
"It seems that you have tried to perform a workflow operation that is not valid for the current state of this issue. The likely cause is that somebody has changed The issue recently, please look at the issue history for details. Please refresh the issue and try again."
I have turned on the tracer when clicking on an action and I got the below error:
I have checked the records under the class Assign-WorkBasket and this particular case does not have any record under it.
Hello,
I am trying to do an action on an object of type Case (either Edit or change case status,..) but I am getting the below warning
"It seems that you have tried to perform a workflow operation that is not valid for the current state of this issue. The likely cause is that somebody has changed The issue recently, please look at the issue history for details. Please refresh the issue and try again."
I have turned on the tracer when clicking on an action and I got the below error:
I have checked the records under the class Assign-WorkBasket and this particular case does not have any record under it.
My question is how to fix that Case object in order to be able to do an action on it and avoid that error?
I am also interested in knowing how it was possible that this case doesn't have an Assign-Workbasket
Many Thanks,
Mariane
***Edited by Moderator Marissa to update platform capability tags***
Pegasystems Inc.
GB
Hi Mariane,
I assume you can open the workitem? If so, can you look into the clipboard and examine the newAssignPage. Which class does it belong to?
Regards
Simon
Murex
LB
Hello Simon,
Thank you for your quick reply.
I can open the workitem and I looked into the clipboard and noticed that the newAssignPage belongs to the class Assign-Worklist as you can see in the below screenshot.
Notice that the keys of that class: pxFlowName and pxRefObjectKey are not even present on the page on clipboard.
Many Thanks,
Mariane
Pegasystems Inc.
GB
Hi Mariane,
This does not look right. The newAssignPage should contain the key properties like pzInsKey, pxFlowName and pxRefObjectKey etc. In addition, the newAssignPage should also have the pyAssignAction page list with information what actions can be performed on the assignment.
I suspect you got some custom assignment routing procedure that not works as expected. Check the audit history of the problemantic assignments, maybe you can figure out the root cause.
Good luck.
Simon
Murex
LB
Hello Simon,
Thank you for your reply. I agree this doesn't look right.
I created another object that isn't corrupted since I was able to move it along the flow and I did not get the same error.
I checked the newAssignPage for that non-corrupted object (as you can see in the below screenshot) and it was the same as the corrupted one.
Do you think we have missed a configuration leading to that empty newAssignPage ?
Thank you,
Mariane
Merkle
GB
Hi,
This object might be corrupted. Could you please create another object, and before doing any change, check where the work object belongs to 'Worklist' or 'workbasket', you can check that from 'newAssignPage'.
Could you please check and share a screen shot?
Thanks & Regards,
Gopesh
Murex
LB
Hello Gopesh,
Thank you for your reply. I created another object; it is not corrupted as I can move it along the flow.
The work object belongs to 'worklist' as you can see in the below screenshot (pxObjClass=Assign-Worklist)
Many Thanks,
Mariane
Merkle
GB
Hello Mariane,
Seems you shared the old screen shot of the clipboard, same object id is showing. If the object is not corrupted, then there would me many more properties, i.e. pxAssignedOperatorID, pxInsName , pxRefObjectKey, pxFlowInsKey etc.
Would you please look into that again?
Best wishes,
Gopesh
Murex
LB
Hello Gopesh,
It seems that its different screenshots; the first one on the post if for ID C-1000245 (corrupted) and the one in the comment is for ID C-1000754 (not corrupted).
In all cases I created a new object now, ID: C-1000793. Below is a screenshot of its newAssignPage that is still empty
Thanks,
Mariane
Merkle
GB
Thanks for details!
Seems for some reason your work object has not been stayed in Assignment. Could you please check if the flow define for the work object is done properly. Ideally, the case will be only available in Worklist or Workbusket through some assignment stopage.
And, if you find the flow has noting wrong. Then before you launch the service case, start tracing with 'Flow' option on, so that you can see how the nevigation is happening.
Hope that will help!
Regards,
Gopesh