Cannot do any action on a Case object - It does not have a record under the class Assign-Workbasket
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
***Edited by Moderator Marissa to update platform capability tags***
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.
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'.
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.
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.