General Substitution is Active but Not Working

[C L Gordon]

Hi Ali,

I agree with the previous comments about checking with the substitute whether they can see the workitem in the Inbox.
We've had similar problems if the original Agent has opened the item (changing the workitem status to In Process). If this happens the workitem is assigned to the Agent who started to process the item and not visible in any other agents Inbox (including substitutes) unless they select 'Replace'.
You can check for this in the workflow log.

Carol

From: Shaurya Jain [mailto:jain.shaurya at gmail.com]
Sent: 28 May 2010 08:22
To: SAP Workflow Users' Group
Subject: Re: General Substitution is Active but Not Working

Dear Ali,

I second by the opinions of Martin & Susan & thus I would also like to suggest you to please check with the substitute user if he/she is able to see the workitem in inbox or not.

Sometimes if user is having multiple pending workitems in inbox then the ones which he/she is receiving as substitution will be there at the bottom of the list. Just ask your user to sort the list by "Substitution" field & thus the ones with values in that field will come on top.

Try this, I am sure this should work.
On Thu, May 27, 2010 at 3:23 PM, Ali Husain <mr_mago40 at hotmail.com<mailto:mr_mago40 at hotmail.com>> wrote:

Hello Shaurya,

I'm checking that in the workflow log under agents. Also, the original user reported that she's still getting the work items and the substitute reported that he's not. I also confirmed that through SWI5.



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