Work list routing issue
Hi, I have created a case type with two stages. In first stage "Collect Details" employee submits his concers/Querys and that work object has to be routed to Manager i.e a specific user. But when i submit the case it is not routing to manager insted it is routing to [email protected]. From audit of the work object it is showing "This assignment has been reassigned to Operator [email protected], as Manager@HD is unavailable."
Here I'm attaching the screenshots
Pegasystems Inc.
IN
Hi Ravi,
Can you please check 'Operator is available to receive work' option for Manager@HD is enabled ?
You can verify this under Operator Rule >> Work Tab >> Availability Section.
Warm Regards,
Venkat
Coforge DPA
GB
Hi
Please check if the operator ID is available to receive work and no dates are mentioned in "Unavailable from" field. Settings on OperatorID rule form.
Regards
Bhavya
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
Open "Manager@HD" Operator and in the work tab and check unavailable dates, if the current date is present in between them.
Please find the below screenshot for more details.
Updated: 29 Apr 2020 6:08 EDT
Coforge DPA
GB
Hi
Just a thought, I think it is because of weekend. The case was created on 26th April which is a non working day. If it is a weekend, then the case gets routed to the manager of the workgroup.
Regards
Bhavya
e-pragati
IN
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
It could be because you are trying to route the case outside the business hours.
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
I think currently the New York time does not match with this, Could you please try with the start time as 000000 and see if it's getting routed correctly.
