Posted: 30 Sep 2016 9:02 EDT Last activity: 12 Oct 2016 8:51 EDT
Assignment page disappearing
We are seeing some cases where the assignments are disappearing from the case which means the case cannot be progressed. The assignment page disappears from the clipboard and the unique reference in the pc_assign_worklist table on the database is also deleted. We cannot see any cause for this to happen and is occuring sporadically with no commonality between cases that we can see. Is anyone aware of a similar issue and are there any suggestions of a rememdy? I have attached a screen shot of the assignments worklist on a case.
What are the last steps you see in the work object history? Did any agents run to progress the flow? If you look at the pyWorkPage.pxFlow data, does the data reflect that it should still be at that assignment?
The last steps are various, we have multiple cases such as this and they have have various states i.e. Investigation, determine-redress etc so the last steps can be different on each case. However the status and the assignment tend to be mismatched with the status showing what the current status should be and the assignment showing the last state. Its worth noting also that the clipboard shows no assignment page to check and the pc_assign_worklist has no record for these cases suggested the previous assignment task was completed and deleted as expected but the next assignment task was not created.