Question
Operator Unavailability is not working
Hi,
I configured my Unavailability period from Yesterday to Tomorrow in my Operator Id(also mentioned substitute operator from my work group). When a different user from workgroup drag and drop a case to me from his dashboard, it is getting assigned to me. Here i want the case to be assigned to substitute operator/WB. Do i need to configure any seetings to satify this requriement.
Thank you
***Updated by Moderator: Marissa. Removed user added Ask the Expert group tag. Apologies for confusion, shouldn't have been an end-user option. Updated category.***
Accepted Solution
Pegasystems
US
I opened my operator record and observed that the unavailability fields are on the work tab, so I clicked "actions > get help" and then clicked "work" on the help screen, and found this paragraph:
This check box affects only routing activities. This check box does not affect the ability of this user to log in, enter work items, or complete assignments already on the worklist. It does not prevent another operator or manager fromtransferring assignments to the worklist.
If you require more substantial abilities, you would need to flesh out any existing extension rules that are traversed during the execution path, to provide those abilities. You could run the Pega tracer to find out what extension rules are actually traversed.
/Eric
Centene Corporation
US
Thank you.