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Doubt in choose a new agent

Hello experts,

I have a little doubt when I choose a new agent in a work item.

Example:

Go to SWIA and choose a new agent:

Before this change, the work item had these agents (7 agents):

But, If I choose only ONE new agent, the work item will be send to the new agent and more other two agents:

My doubt is: Why it happens?

Thanks in advance!

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5 Answers

  • Posted on Dec 18, 2013 at 04:46 AM

    Hi Celio

    Does this happens for all users or one particular user.

    If its just one, check if there any Automatic Forwarding maintained for that user (SO36)

    OR

    Does this happens with this particular workitem?

    If yes, then check the agent assignment of the Task involved - it may have those two users hard fixed in the task agent assignment

    Regards,

    Modak


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  • Posted on Dec 18, 2013 at 05:08 AM

    Hello,

    "when I choose a new agent"

    What do you mean by choose? Forward?

    regards

    Rick Bakker

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  • Posted on Dec 18, 2013 at 10:20 AM

    Hi,

    Maybe substitution is active for this user?

    Or it is part of a list of possible agents.

    Kind regards, Rob Dielemans

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  • author's profile photo Former Member
    Former Member
    Posted on Jan 09, 2014 at 02:21 AM

    Just do some data validation. Please check whether all the 3 IDs have some similarity like system personal number etc ? In your decision task how the agent determination done ? Please check the attributes of your task is there any Agent maintained there ?

    Cheers,

    Prakash

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  • Posted on Jan 09, 2014 at 04:14 AM

    Try Debugging the FM SWW_WI_FORWARD - It gets called when you forward from SBWP and other admin transcations. Backtrack the call to ckeck any enhancements.

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