Question

Form Shows Assigned to User But They Cannot See It

Forms

Updated April 25

asked on July 12, 2018

I've had a recurring issue where a form will show it is assigned to a user, but they cannot see it.

When I try to open it from the monitoring page, I get a message that "Task Unavailable - This task has been locked because a submission has already occurred but hasn't been processed."

I can resolve the issue by reassigning the task to myself, and then assigning it back to the person that should have received it.

My problem is, I don't know this error has occurred until I send out emails to staff about their past due forms, and they respond that they cannot see the form. I'd like a more efficient process to identify when this issue occurs and address it prior to the form becoming past due.

Does anyone know how to track down these errors in the LFForms database, so that I could build a query to identify these errors?

I've been searching myself, without much success.

0 0

Answer

SELECTED ANSWER

replied on July 24, 2018

Since the issue seems to be confined to one task in a specific process, can you open up a support case so we can take a look at the process and see if we can figure out what is going on?

0 0

Replies

replied on July 23, 2018

If a user has submitted a form, but the form hasn't been processed by the routing engine yet, it will be locked, and would disappear from the user's inbox. This might be because the routing service is performing slowly. How long are the tasks staying in this state? Do they eventually get through? Is it all tasks or just from select processes?

0 0

replied on July 23, 2018

Thanks for the reply @████████ These are situations where it is being assigned to the user for the first time, and they never see it all, not in situations where they have completed it.

These tasks are staying in this state for weeks - it isn't until I start sending emails asking staff to deal with delinquent items that they reply and tell me they can't see the item.

At that point, the only way I've identified to resolve the issue, is reassign it (I have to reassign to myself or another employee, and then back to the original team member).

These tasks are being assigned to a particular team, based on a user ID within that team. The vast majority of the time, this works well, but I have seen this issue about 2 dozen times. I have multiple processes that assign this way - I have a team called "Everyone" and every user is in the team - every time I need to assign to a specific user I do it through this team, so that I can manage these tasks through the team instead of going through each individual process.

So far, I've only seen one task in one process having this issue - but I don't know if that means it's an issue with that process, or just based on the fact that it is probably our very busiest process.

0 0

replied on July 24, 2018

Okay, thanks @████████

I'll coordinate with my VAR on that.

0 0

replied on April 25

I know this is an old post, but we are seeing this same behavior for a client of ours. It's multiple users (not the same user) and it happens weekly.

They are on Forms version 11 update 5 (11.0.2311.50553)

0 0

replied on April 25

I would recommend starting a new post. I'm also on version 11.0.2311.50553 and I haven't seen this issue happen in years.

I believe the ultimate resolution was either when we upgrading above 10.2 or when we started to use LFDS (when we upgraded from Avante to Rio) that really resolved the issue for me. I suspect implementing LFDS really resolved it for me because I had all sorts of weird user stuff happening before that, and I haven't seen any of that since then.

0 0

You are not allowed to follow up in this post.

Question

Question

Form Shows Assigned to User But They Cannot See It

Answer

Replies

Sign in to reply to this post.