Symantec Access Management

  • 1.  Case management: Null QueueID

    Posted Dec 07, 2017 08:07 AM

    Hi,

     

    I was puzzled by an anomaly in the ARRFCASES table where I found that there are cases that do not have a queueID. I was under the impression that all case not assigned to a queue are assigned a default queueID of the organization on which they are created.

     

    Can this be a bug in the system or just an anomaly in ours?

     

    Thanks



  • 2.  Re: Case management: Null QueueID

    Broadcom Employee
    Posted Jan 26, 2018 02:10 PM

    Please open a support case for further investigation. 



  • 3.  Re: Case management: Null QueueID

    Broadcom Employee
    Posted Mar 08, 2018 04:49 AM

    Hi.

     

    We did some investigations and noticed that all inbound cases are logged with a null queueID and null matchedRule. Is that how the system works?

     

    Regards

    Theo