Assignments getting lost during the life cycle of a case - Critical
Hi,
We have an issue where the case assignments are getting lost after the case has been created for eg..after one week or so. It puts in the trouble of users not being able to work on the case assigned to them. Appreciate your valuable responses.
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Yes we have the SLA performing on the work items
case assignments are getting lost .
Where all you are trying to find it ?
If you manually search for it , are you getting any result. ?
Also, check the worktable in the DB to see whom it is currently assigned to.
As mentioned by Carissa, ideally the history should be able to tell when and where it got assigned or resolved. So checking the history table can also help if you are not able to find them in the portal
Yes the assignment exists in the DB, but the users does not have the assignments to work on. Not sure why it is happening and how to fix this.
Any further help on this
Hey Vijayan,
You said the assignments still exists in the DB, are they assigned to the users you expect them to be?
Is the issue that they are not in the users worklist, or that old emails/links are no longer actionable?
No, the users are not able to see their assignments in their worklist
Vijayan .. I may be late here but wanted to share ... Check the application of users and the application assigned to the assignment in the table .. it should match
What do you see in the history for those work objects? Do you have any service level agreements that perform work on the items, such as resuming the flow?