Support Article
Inconsistent pyResolvedUserWorkGroup when agent resolves order
SA-62568
Summary
When any agent resolves a work object, the pyResolvedUserID is updated as ‘System’. However, the pyResolvedUserWorkGroup is not consistent, (that is, it is updated with different values, such as, XXXX, YYYY, or blank).
Error Messages
Not Applicable
Steps to Reproduce
Resolve any Order through the agent. Verify the pyResolvedUserID and the pyResolvedUserWorkGroup work object table fields.
Root Cause
This behavior is as per Pega product design.
Resolution
Here's the explanation for the reported behavior:
- When an Advanced agent resolves the work object, the pyResolvedUserWorkGroup becomes empty. This is because the Advanced agent does not have information regarding the work group details since it does not depend on the queue item.
- When a Standard agent resolves the work object, the pyResolvedUserWorkGroup property value depends on the operator who created the queue item. When the queue item is generated by the operator, the queue item contains details such as, Organization Name, Division Name, Unit Name, and Work Group (these are populated from the Operator record).
- When two operators having different access groups create queue items, the queue items have different work groups. Hence, different work group values display on the resolved work objects.
Published May 10, 2019 - Updated October 8, 2020
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