Agent Assignment Doesn't work For Some Users

[Former Member]

Hi all,

In OOCU_RESP there are four agents in a responsibility. But only one (say A) of the four gets tasks in Inbox. The other three (say B, C, D) get nothing.

I removed A from the responsibility and B, C, D still get nothing. In SWIA the log shows no agent assigned. But in SWI2_DIAG there is no error info.

In OOCU_RESP, Simulate rule resolution, i can get all 4 agents assigned.

I feel like there is something wrong with B, C, D's SAP account settings. But I have no clue what it can be. Advise please!

[I042439 · Accepted solution]

Hi Dayong

Please check the Agent Assignment settings of the task used for sending the WI to the users. Is the task set to General task or specific agents are listed there?

PFTC->Supply the Task-> Additional Data -> Agent Assignment

Also, check if these agents are listed in Excluded agents in the Workflow Step.

regards,

Modak

[Former Member · Accepted solution]

It is PFTC->Supply the Task-> Additional Data -> Agent Assignment. Many thanks!