Work not listed in Workbasket/Queue when User Should see it


I am using Pega PRPC 7.20.

Occasionally I will have a user who gets assigned to a workbasket but when work is added to the basket, others can see it, but not that user (even though they are in the same access group, work group, workbaskets, roles, etc).

I have noticed this mostly occurs when the user was moved from one work group and set of workbaskets to a new one.

thanks for any help.


***Edited by Moderator: Lochan to update platform capability tags***


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October 21, 2019 - 4:28pm

You mentioned that it happens mostly when a user is moved from one work group to another. Did the user log out and back in after the change was made? Maybe the data is saved at the requestor level.

October 21, 2019 - 5:02pm

thanks Carissa,

yes, I had the user log out and back in, clear the cache, etc.


October 21, 2019 - 8:12pm

You can run use case and collect the tracer logs for working vs nonworking. Then you can do a compare on SQL statements of retrieving the works in the workbasket and see where is the difference. 

October 22, 2019 - 3:08am

1. Check the source of the Workbasket list on UI

2. It's either a report definition or a data page

3. Run this RD or DP in the developer portal and trace what's the outcome would be. Then you'll find the issue