[groakes]

Hi folks,

I have a problem where a user has been assigned a task but it's not appearing in her inbox. I have reassigned the task to me and it shows up in my inbox, but when I reassign it to her it disappears. She can see it in the Process Supervisor Review window as being assigned to her, but it's not appearing in her Inbox.

I have had a look in APP_DELEGATION table and the case doesn't appear there at all...

Any ideas about how to tackle this?

cheers
Greg

[amosbatto]

First of all, try repopulating the APP_CACHE_VIEW table by going to Admin > Case List Cache Builder and clicking on the "Build Cache" button.

Does the case appear now in the user's inbox? If not, then post all the records in the APP_DELEGATION table for the case here and I will look at them and see if I can spot the problem.

[groakes]

Hi Amos,

I have attached the APP_DELEGATION records below.

Interestingly, there is an open task: 643271781590697c55d04c0003458302 which in the process map appears as complete (green)
Other subsequent tasks are also green, but don't appear in the APP_DELEGATION table. They are:
3194247345938981aa0e4d9023112141
944825263590697c5338220040567925
60939114359b8da9c930841035573741
9614792775a3b11da4ada79058717860

At the end of the last step above, an email was generated to the next assigned user, which they received, but the task didn't appear in her inbox.

Task 365694762590697c54808c8006642164 appears as Red (as is expected).

I have reassigned the Case to myself. It appears in my Inbox but doesn't appear in the APP_DELEGATION table.

This is happening with another case with the same tasks in the same state.

cheers
Greg

[amosbatto]

Do those tasks appear in the APP_CACHE_VIEW table? What the user sees in the inbox depends on the APP_CACHE_VIEW table.

[groakes]

Hi Amos,

sorry about the delay in getting back to you - my user has been away so I couldn't check with her.

The APP_CACHE_LIST has the correct UID in place. I can see herin the Process Supervisor | Review screen but the task doesn't appear in her inbox.

I have loaded the releavnt rows of the APP_CACHE_VIEW below.

cheers
Greg

[amosbatto]

Greg can you post the rows from the APP_CACHE_VIEW table for that case? Thanks, Amos

[groakes]

Hi Amos - I thought I had but doh...!

Some more investigations though:
The user currently has two cases that are assigned to her (207 & 69)- neither of these appear in her Inbox so that's consistant. However, #69 is running in parallel and other users have it in their inbox. Also, when I look at the Process Supervisor | Review view and sort it by Current User, only #69 shows up in the correct order. #207 appears way down the list out of alphabetical order.

Confusing...

SO I have uploaded the APP_CACHE_VIEW for both cases plus a the users details (note: I have removed the user's password, name, email and DoB for privacy reasons).

cheers
Greg

[amosbatto]

In case 69, you have the "AAF Step 3 - Moving Image" task assigned to David McGrouther, but DEL_INIT_DATE is NULL.
Normally this field won't be NULL, except if the task is self service or self service value based assignment and it hasn't yet been claimed by a user, but in this case the task has an assigned user. Did you reassign the task in the case to another user?

Also in case 69, you have tasks where the DEL_INIT_DATE is set to NULL, but the task has been closed and it has a DEL_FINISH_DATE set. It would help if I could see an image of your process map to figure out why this is happening.