Issues related to workflow

[Former Member]

Hi Experts,

I am facing below two issues in production system.

Issue1: An user has been recently moved to a manager position and he has been given the MSS portal roles.But he is not getting any work items in his UWL tasks and not in SAP INBOX also.I have checked his user profile and all roles and authorizations seems to be fine.Also his team is maintained .He is saying that his team has sent him the mails for approval...but he is not getting any of these.

Issue2: An user has completed some of the tasks.But he is not getting any of the task in UWL under 'Completed Tasks' status.Error message is displayed "Work item with status 'COMPLETED' cannot be processed".

I am confused whether these are workflow related issues or some configuration issues with portal.

Please help me with these.

Thanks

Sonali

[former_member614528]

Hi,

For issue 1.

Try to refresh the organizational buffers using transaction SWU_OBUF .

Ideally this is done automatically by the system every midnight.

If this doesnt solve the issue, check the agents for the work item in question using workflow log.

If the new manager's name doesnt appear in the list, check the possible agents to see if any filter is applied there.

If still its not solved, then check the agent determination principle applied to the step.

If the agent is determined by a rule, try to simulate the rule and see if it yields the new manager's name.

Regards,
Unni

[Former Member]

Hi Unnikrishnan,

Thank you for the reply.

Issue1: This issue is resolved.I have checked the workflows raised by his team in SWIA from the period he has been manager and I found that all the workflows were successfully completed.

The User(Manager) who has raised this issue has received all the work items and he has only approved it.I have also checked it through SWI5 regarding his completed work items and sent it to user and he has accepted it.

Now why the user has raised like this issue is still unanswered but the incident is closed successfully.

Issue2: This issue has been sent to portal team as there is no issue in the workflow.There are some completed work items under this user id and also the respective workflows are completed successfully.

I will keep posting once the second issue is solved and then will close the thread.

Regards,

Sonali

[Former Member]

For the issue 1: Similar production issue we have solved as below:

After all the setup was done for new manager, he didn't get any work items. We have found that the work items are still going to old manager inbox who was with manager roles earlier.

To solve the issue, forward the pending work items from old manager inbox to new manager inbox manually once through SWIA. Then when you trigger the workflows next time onwards will go to new manager's inbox.

[I042439]

Hi Sonali

For the first issue:

What Workitems are expected to come to that user?

If not in Backend Inbox - they will not be in UWL because UWL is only a UI to multiple Backend Inboxes.

Check the workflow of which the WIs are expected to go to that user - check the agent determination logic of that workflow. Is it based on Or. Structure? If yes, is it based on Positions or Users Or Roles? Check if the new Manager has the requisite assignments to him in the Org Structure.

Is it based on some table or something else?

Checking the approver determination logic will help you get to the root of why this guy is not getting the WIs.

Also, ask the Key fields (leave requests , ect.0 which the employees sent him and track down where these have actually gone.  (check in SWI2_FREQ, search with the Workflow number WSxxxxxxxx)

For the second issue:

Is it happening for a single user only or for all?

Did they try manually refreshing the UWL and then checking in Completed Work items?

Do they see completed WIs in Backend Inbox?

It can be related to UWL refresh.... not too sure, but no harm in trying.

regards,
Modak

[Former Member]

Hi Modak,

Good Morning.

Thank you for the reply.

Issue 1: As this is happening for a particular user, Do I need to check all these things through user's ID or how do I check it through my login..as I am bit afraid because of production system.We are not sure about what work items he is expecting, as the user has told only one thing that he is not getting any task.

Issue 2:Yes it is happening for a single user.For all others it is working fine.I too told the same thing that user needs to refresh the UWL or needs to check the portal settings and probably it isnot an workflow issue.But they are not ready to accept.

Have a good day ahead!!!!

Thanks

Sonali

[I042439]

Hi Sonali

If this is an issue - they need to let you investigate - How can a doctor treat someone if they do not tell the symptoms and just say "I am not well" !!!!

Even if is production - you are not posting anything or deleting anything! Just checking! So please go ahead and ask the requisite details and the rights/roles/auths - tell them this - "I NEED the following details.... please help me understand the issue!"

If they still do not give you the details - God help them and you enjoy your New Year Celebrations!

Regards,

Modak

[Former Member]

Thank you for the reply.

Happy New Year in advance!!!!

Regards,

Sonali