Posted: 14 Nov 2017 3:24 EST Last activity: 15 Nov 2017 6:07 EST
Case that has been routed to the workbasket not displayed in the workbasket list?
There's a child case created and at some point of time it is been routed to a specific workbasket. However when i check back within the workbasket, i can not see the case(Case is not displayed within the workbasket list).
At the point of routing it displays that the "Case has been assigned to workbasket x" and i rechecked both in clipboard and the database table, which confirms that the case has been indeed routed to that workbasket, but it is not displayed. I sense this issue has to do with the case type rather than workbasket as i tried to assign this child case to a different workbasket, still the case is not showing in that workbasket as well.
I suggest running Tracer with the DB Query and Data Page event types enabled. Then check the criteria for populating the data and compare with your missing record. Maybe it could be due to the work group associated with that case.