Support Article
Workflow fails with error in step ASSIGNMENT63
SA-15067
Summary
Work flows fail with an error when an Assignment is routed to an operator.
Error Messages
Flow YourFlow had an error in step ASSIGNMENT63: Unable to open assignee's Data-Admin-Operator-ID record <WorkgroupManager>
Steps to Reproduce
Attempt to reassign the work object to another user.
Root Cause
An issue in custom application code or rules. The flow dynamically creates an SLA with a Goal Time that is 5 days prior to the date provided by the user on the Form. The users are accustomed to picking a day that is only 1 or 2 Business Days in the future. As a result, the Computed Goal time is in the past. The Work Flows have just been changed to use the "Check Availability" option. The logic of this "Check Availability" will always return that a user is Not Available if the Goal Time is in the Past.
There is a Dynamic System setting called pyusegoaltimeforavailability which, if set to false, will not consider Goal Time computing availability.
When the user is Not Available, the flow logic sends the Assignment to the WorkGroup Manager. The WorkGroup Rule in Production was pointing to a non-existent Manager.
Resolution
Perform the following local-change:
Fix the Workgroup so that a valid manager is present. Also, users must pick a date atleast 5 days in the future so the "Check Availability" logic will not decide if the operator is Not Available and reroute the Assignment to the Workgroup Manager.
Published January 31, 2016 - Updated October 8, 2020
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