Case Reassignment from 'My Worklist' is not working (Doc ID 834974.1)

Last updated on APRIL 28, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9 to 9.2 [Release 9]
PeopleSoft Enterprise CRM Support - Version 9 to 9.2 [Release 9]
PeopleSoft Enterprise CRM HelpDesk for HR - Version 9 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms


When doing Reassignment of Cases from 'My Worklist', the cases do not get removed from the source worklist and does not get added to the target worklist.

When a case is reassigned from User A's My Worklist to UserB,
It gives a message that "Application Engine is scheduled to do the re-assignment." (RB_WF_REASGN).

If you go back to User A's My Worklist the Case is still shown there and it does not show in User B's My worklist .

However ,if you open the Case which is re-assigned , it shows User B in the Assigned To field.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms