Using Standard Workflow template WS00400064 - Agent Determination Problem from Notification

[Former Member]

Hi Experts,

We have a requirement of standard workflow should trigger while release Task and Notification created using Transaction code IQS12.

Triggering the workflow for the tasks is dependent on the status of the tasks, if the status of the task is outstanding (TSOS).  Initially the task status is TSOS then manually as released (TSRL), so the workflow will triggering for these tasks. Workflow number is: WS00400064 (QM: Complete task - person resp. changed).  I have activated workflow event: RESPONSIBLEISCHANGED also. In this workflow used Task is: TS00008323.

If we make the task classification to General Task it is triggering to all SAP users, but we are expecting it should trigger only whatever Agent id assigned in Notification only. Can you please suggest in this. 

We are done below configurations for responsibility in SPRO:

I have trigger Task classification changed to “General Forwarding allowed” then assigned agent to Task. But business not accepting manual assignment to Task. In Run time business can assign any Agent to Notification.

In workflow for Task TS00008323 there is Rule : 00000174. The Agent name should pick from Notification then trigger work item to Agent inbox. This is not happening.

I have checked workflow log also it is showing this message” Result of agent resolution does not agree with agents of task” with green status.

I have simulated Rule : : 00000174. And it is returning agent name also correctly.

But I am unable to find exactly where is the issue in Task: TS00008323.

Kindly suggest and provide your pointers on this issues.

Please let me know, if you need any further details on the same.

Thanks

1. Srinu.

[Former Member]

Hello,

Setting the task to General Task is most likely the correct approach here.

If the rule 174 is returning the correct agents then it is most likely a problem with the workflow-to-rule binding - either in or out.

regards

Rick

[StephaneBailleu]

Hi,

I guess like Rick that the task has no agent assignment however I would like you to be fully aware of what you are doing ;

     You got a rule which triggers an execption and put your workflow in error if no agent is found, then setting the task as a general task is not a problem.  (apparently this is your case currently)

It means that a workflow administrator will have to solve the issue and find who is responsible for this item and maintain the rule for future workflow.

It also means that the workflow is not processed until this has been solved - so you need a workflow administrator

     If you can not wait or don't have a workflow administrator, then you need to uncheck the exception flag on the rule, so if the rule can not find a personn responsible then it will send it to all the agent assigned => then putting it as a general task is a bad idea. I would rather put a role in order to define the people that are normally in charge of this type of task (then all of them will receive the workitem the first one to act will make it disapear from the others inbox) he could also transfert it to another person, all the people defined in your rule (determined agent) should also have this role as it define the potential agent; Those potential agent can find that they shall not be responsible for this particular workitem and then alert the support (and can process the workitem)

So depending of how your workflow administration will be done and how urgent the action is you will have to customize your settings.

Rick answer is correct, but setting up general task is not always the best approach.

Cheers

Stephane