Posted: 2 Dec 2016 8:36 EST Last activity: 6 Dec 2016 7:38 EST
Workbasket,Worklist assignment access causing exceptions in agent processing
We have added assignment restriction for application users. The end user processing is fine but when a user is sending any items to system queues, the Pega ProCom agent 'Service Level Events' is throughing exceptions regarding authorization and the SLA escalation process is failing. We understand since ‘Service Level Events’ being a Standard Agent, it uses the access of operator who send the queue item. But is there any way to override this access to some other access group(having complete access) since we can’t provide the complete access to the users as per our application requirements?
***Updated by Moderator: Marissa to update categories***
I assume you want to bypass the security controls when an agent processes an assignment?
Considering only this, you can include an additional condition in your access when rules to let batch requestors process an assignment. @isBatchRequestor(tools) helps in identifying an agent requestor type
To change the access group for an item in the agent queue, set pyAccessGroup property on the agent page before queuing. also, set the property pyUseApplication to true. This would create an item in the agent queue with the access group specified. To test this, would recomend to open the item XML from Pega--> Process and Rules --> Tools --> Work Admin --> Broken Queue Items, Select your Queue (Service Level in your case), remove "broken-" and select the item you queued and view the xml.