Question
EPAM Systems
CA
Last activity: 7 Jul 2017 10:34 EDT
Wait Shape Access issue
Hi ,
I have configured a wait shape with allow user to continue without stopping and displaying the wait WB to user who can anytime pick the case and continue.
But user is not getting the option to continue as user is having pegarules:User4 role. if i define any other role then user will get the access for other assignment also which he should not.
Any solution only to to provide to continue wait shape assignment ?
Thanks,
Lalit
Accepted Solution
BUPA
AU
Hi Lalit,
Can you pls check the workbasket configuration? If you have mentioned the role in workbasket rule form then users having that role will have access to that workbasket. Other users won't have access. At the same time Agent will fail to move the assignment due to lack of access.
Pls also verify the Broken queue items from designer studio. This will tell you the reason of SLA failing to move the case.
Pegasystems Inc.
IN
Have you checked "Permit end use to perform" check in advanced Wait options? Also could you share design time configuration screenshots for Wait shape. What is the workbasket provided? Does user have access to that workbasket?
EPAM Systems
CA
Hello,
Attached is my configuration. what do you mean by WB access ?yes user have the access but i haven''t added wait wb to opid as io don't want to fetch wait cases using get next work.
And after wait time case is not moving .checked the queue it still there in schedule mode with pxevent is goal.
Thanks,
Lalit
Pegasystems Inc.
IN
Configuration seems to be correct. No need to add it to Operator rule forms.
I am assuming it is a timer based Wait shape, Can you also check logs in case there are any exceptions?
Also are you able to manually proceed from the Wait?
Pegasystems Inc.
IN
Also could you also check if next assignment is not routed to Current operator. I mean assignment after Wait shape.
EPAM Systems
CA
Two issue here
1)Continue flow action is not visible with user role
2)after wait time flowing is not moving
Next assignment is not configured to current operator. item is available in schedule status
Pegasystems Inc.
IN
Can you also confirm if SLA agent is up and running. If Yes, I would suggest raising an SR for the same to dive deep into the issue.
Pegasystems Inc.
IN
Hi Lalit,
Please let us know if you do log an SR for this and its ID. That way we can track it and follow-up this discussion with the resolution.
Thank you,
Accepted Solution
BUPA
AU
Hi Lalit,
Can you pls check the workbasket configuration? If you have mentioned the role in workbasket rule form then users having that role will have access to that workbasket. Other users won't have access. At the same time Agent will fail to move the assignment due to lack of access.
Pls also verify the Broken queue items from designer studio. This will tell you the reason of SLA failing to move the case.