Question
Error: Agent Work Security
The pyassignmentstatus set to Error: Agent Work Security for some of the cases in work list and user is not able to view the cases in dashboard.
It seems agent(Service level event) is unable to open the work item due to the security settings.Any Suggestions to fix this issue..
Hi Carissa,
Thanks for your suggestion.
Case is not moving to Broken Queue,it is assigning to particular operator and pyassignmentstatus is changing to Error: Agent Work Security.
I would have expected there to still be a broken queue item if an agent tried to process the item but failed. Do you have an SLA on that assignment that would have tried running?
Hi Carissa,
There is an entry in Broken Queue.I could see the below error.
Error:<pxErrorMessage>You are not authorized to open instance XXX-Work-XXX LA-134</pxErrorMessage>
PFA file.I don't see any issue in the roles and privileges of access group.
Regards
Krishna Chaitanya
Hi Krishna,
I'm facing similar issue. Could you please let me know, did you find solution for this one.
Regards,
Vijay
You can check the broken queue item that is generated to see the access group associated with the agent run. Then check the roles and privileges in the access group to make sure the appropriate access is provided.