Routing Plan Did Not Work As Expected (Doc ID 2945535.1)

Last updated on APRIL 28, 2023

Applies to:

Symptoms

On : 22.D.12 version, Routing

Routing plan did not work as expected.

ACTUAL BEHAVIOR
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OFS received an activity and the routing plan that is designed to move the activity to a bucket worked.
However, since there was no resource found in the bucket, the activity remained unassigned.
The routing plan runs everyday between 0630 and 1700, and is designed to pick and prioritize those types of activities over other activities.
That routing plan did not pick up this type of activity to prioritize it over other activities.

EXPECTED BEHAVIOR
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If the activity is not assigned to a resource in the bucket, the routing plan is supposed to route the activity to an available resource.

STEPS
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The issue can be reproduced at will with the following steps:
1. Create an activity of the certain activity type
2. Run routing plan on top-level hierarchy to assign it to a bucket with no available resources
3. Run second routing plan on top-level hierarchy to assign the activity to a resource

BUSINESS IMPACT
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The issue has the following business impact:
The activities are very urgent, and untimely routing impacts our customer service.

Changes

Cause

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