No agent assigned when an OU is assigned to workflow task

[former_member678818]

Hello All

Background:-

a) The OU Owner for a certain OU resigend & left the organization. A new person is assgined as OU Manger.

b) this OU was assigned to certain workflow task. Till the old manager was was active in the system, the members of the OU were getting workflow items in there inbox.

c) once the new OU Manager is assigned to the OU, the workflow items stopped coming to members inbox.

Analysis:-

a) On checking, we observed that in the workflow task, the OU Is assigned but there is no agent assigned to the ou & hence to the task.

b) I deleted the old assignment of OU & again assigned the OU but still it did not find any agent from the OU.

c) to cross check, I added another OU to the task & I can see that the members of another OU are assigned as the possible agents.

Question:-

Can you please advise as to what I need to check / change so that members of the OU are assigned as agents for the task for this particular OU.

Thanks in advance

Santosh

[I042439 · Accepted solution]

Hi Santosh

You need to check:

1) if the OU is assigned as Possible Agents in the task...PFTC->Additional Data->Agent Assignemnt maiantained

2) The Responsible agents -> How are the ageys assigned to the task? Via a rule or some custom code -> the OU should be there

The intersection of Possible and Responsible agents will result in Actual agents

Also check if there is any attribute of validity set for the OU.

regards,

Modak

[former_member678818]

Hello All

Thanks for the suggestions.

The issue was specific to one particular OU. When we assign this OU to the task, positions assigned to this OU are not automatically getting assigned to the task.

We were not able to identify the reason as to why this OU was behaving differently.

As an alternative, we took another OU & assign to the task & now with this workaround, we are able to proceed with our process.

Thanks all for the suggestion.

Santosh

[anjan_paul]

Hi,

  Also, from SBWP -> Settings -> Workflow Settings -> Refresh  Organisation Environment

[Former Member]

Just try to refresh the buffer using SWU_OBUF and your issue should get resolved.

Regards,

Ibrahim

[ronen_weisz]

A few options:

Try refreshing the buffers - transaction SWU_OBUF "just for luck" - it sometimes fixed things.

When you say the organizational unit is assigned to the task, do you mean as a direct assignment in the workflow template? not as a rule result? because the workflow has version management, if you have an active workflow and transferred a new version with a new organizational unit, this will not effect active workflows only new ones. If this is the case your best option is to forward the active workitems to a relevant user (transaction SWIA).

If this is not a direct assignment try transaction SWI1_RULE and execute agent assignment again. pay attention to the rule result, it might be pointing to the old manager directly, and since he is no longer assigned to the org unit there is a conflict between the rule result and the possible agents. in this case check your rule.