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Work items (dialog work items, potential inbox entries for end users) that are created should have a valid list of "Possible agents". Possible agents represent the group of work item receivers that the system will choose from. Most commonly used is "General task" which makes all system users possible agents for the task.

  • Measurements: All foreground tasks (dialog work items) should be set to "General task" (or arrange possible users in another way)
  • Tools: PFTC Display task (menu: Additional data - Agent assignment - Maintain - Button Attributes)
  • Impact: Where work items are created without possible agents, the work item will show up in the Error diagnosis list. Unavoidable errors, as a work item that has to choose agents out of an empty agents basket will always fail. Work items will go missing, errorlist wil build up.