Remove Worklist Entry from Prior Provider Group Is Not Working for Provider Group Change Active Analytics Framework (AAF) Action (Doc ID 2043141.1)

Last updated on OCTOBER 06, 2015

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 and later
Information in this document applies to any platform.

Symptoms

Remove Worklist Entry from Prior Provider Group Active Analytics Framework (AAF) Action when a Provider Group is changed on a case does not work.

Steps to reproduce
1. Configure an AAF policy when a HRHD Case Provider Group is changed
2. Make sure "Remove Worklist Entry from Prior Provider Group" action is there.
3. Create a new HRHD Case and assign it to a Provider Group
4. Make sure the selected Provider Group gets a worklist entry notification about the case assigned
5. Open the case created in # 3 from the Provider Group Worklist
6. Change the assigned Provider Group to another Provider Group
7. Check the Worklist of Prior Provider Group - the worklist entry for the reassigned case is still there



Cause

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