Issue with Escalate for Fulfillment

Date

2011/04/27

What

There currently is an issue with 'Escalate for Fulfillment'. This page intends to document it.

If someone from a group assigns a Request to herself before clicking on 'Escalate for Fulfillment', the Request is:

• assigned to 2nd line (correct),
• still assigned to the same person, even though she does not belong to the new Assignment Group (incorrect).

Before clicking:

After clicking:

How

Different tests:

• Making the Business Rule run:
  • on before, after, async. DOES NOT WORK
• Change the order of the Business Rule
  • DOES NOT WORK
  • Puzzling that 'On-Call Assign (Current)' is correctly executed, when 'Empty Assignee on Assignment Group change' isn't though
• On SANDBOX
  • Set Workflow property 'Run after bus. rules run' to true
  • YES, IT WORKS !!
  • But not sure about all the implications if we would change this property...

Update Set

None.

The decision (at a meeting on 2011/04/28) was to leave this as it is.

Issues

-- SophieLemaitre - 27-Apr-2011