Similar Provider Group IDs (Doc ID 823153.1)

Last updated on FEBRUARY 14, 2017

Applies to:

PeopleSoft Enterprise CRM Support - Version 9 to 9 [Release 9]
Information in this document applies to any platform.

Symptoms

In CRM 9, two Provider Groups (and their corresponding Group Worklists) have been created as follow:
Provider GroupID:
1) TMGER
2) TMGERK1

Provider Group:
1) TM General Germany
2) TM Kundenteam 1

The Worker ABC is member of both Provider Groups (and the Group Worklists).
A Support Case, which is assigned to TM General Germany, has no Worker assigned to it.
Accessing the case via Support > Search Cases and entering the name of the worker ABC into the 'Assigned To' field gives the following error message:
Invalid value -- press the prompt button or hyperlink for a list of valid values (15,11)
The value entered in the field does not match one of the allowable values. You can see the allowable values by pressing the Promt button or hyperlink.

The issue doesn't occur when the Support Case is first assigned to TM Kundenteam 1.

Cause

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