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Question

Task Details / Reassignment Unavailable

Forms
Updated May 17, 2018
asked on May 16, 2018

Hello,

I've had several users assign a task to themselves (in one specific process), only to find that the task did not actually get assigned. When I look at the instance details, I can see the history of them assigning it to themselves, but it is not visible in their inbox. I am also unable to reassign the task.

I've checked the Forms Routing Error folder, restarted the server and the issue persists. Any ideas on how to troubleshoot this issue?

Thanks,

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Replies

replied on May 16, 2018

If you view the instance/task in the monitor page, does it show as in progress and assigned to the user who claimed it? Are there any other errors in the process? Do you have any sorting or filters going on in the inbox that may hide the tasks or push them down the list? 

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View 1 previous reply
replied on May 16, 2018

The task does show as "In Progress" and it shows that it is assigned to a user (see screenshot). When I look at the instance page for this process, the effected items show as "In Progress" but show no user assigned to them, no current step data and not step start date.

Task Reassignment Missing.jpg
In progress Instances.jpg
Task Reassignment Missing.jpg (88.78 KB)
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In progress Instances.jpg (204.5 KB)
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replied on May 16, 2018

It's not immediately clear what's going wrong. Can you open a support case so we can take a look at the process and investigate further?

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replied on May 16, 2018

Sure thing. Our Database Analyst is going to see if he can update the task participant from the database and if that doesn't work, I'll open a ticket.

Thanks for your response!

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replied on May 17, 2018

We determined what was causing this issue. It was partly a design issue and partly a user issue.

This process had 4 decision options contained in a drop down. Two of the options were for one path and two of the options were for a second path (determined by other selections made in the form). The users were selecting the wrong decision option for the path the process was.

I'll be updating this to have two distinct option fields, as opposed to trying to short cut it with one field.

 

Thanks for your response, I appreciate it!

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