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ladislavm0002
ladislavm0002
August 2, 2023
Question

Task owner not changing when reassigning a task

  • August 2, 2023
  • 6 replies
  • 0 views

Hello team,

I would like to ask you for an advice. In my tool there is one User Input Task which is assigned to a group "Processors". The users of this group accept the task and complete it. I set up an "Escalation" to reassign the task back to queue if some of the processors forget to complete it.

 

My problem is that in some cases, I cant really explain why, the task is not released and its owner remains still the user who accept it. So I created a flow for business administrators who can reassign a task to somebody else from the pool using the "Reassign Task" smart service in Process model. But even if we select the "ICH Processors" as a group to assign the task back, the owner of the task will not change and the task will be not available to accept it. Any advice please on how to resolve this? How to change the owner correctly? Thanks

6 replies

mathieud0001
mathieud0001
August 3, 2023

Did you try looking in the logs for any clues?

csteward
csteward
August 3, 2023

My first confirmation would be that the Task ID input is correct on the Reassign Task node.  If this is not exact, the task will not be reassigned. 

For the escalation, are there any Timer Conditions (under Advanced Options) that prevent the escalation?  E.g. are we sure the escalation is firing when the assignment does not change, or is it not running the escalation?

ladislavm0002
ladislavm0002Author
August 10, 2023

can we define the escalation to trigger when the task was accepted by someone? is it possible to define such a condition?

csteward
csteward
August 10, 2023

Yes, you can define an escalation to fire immediately, just use 0 minutes in the setting.  But I'm not sure why you would want to do that as you mention you are using the escalation for reassignment - immediately upon assignment?

ponnuchama617877
ponnuchama617877
August 4, 2023

Hi,

   As Chris mentioned, did you check the configuration "Timer Escalation Activation" - whether it triggered the escalation or not? I tried with 1 minute timer and its working as expected.

PFAs for your reference. I hope it would help you.

jamesm4933
jamesm4933
August 4, 2023

If the current assignee is a member of the group you are assigning it to, I suppose it's possible that it thinks it's doing what you are asking it to.  

Have you tried reassigning it to a DIFFERENT group, and then assigning it back again?

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