Problem:
Suddenly queued records aren't assigned anymore when Assignees become available again, and SLAs aren't working anymore either.
Answer:
These types of actions are all managed by Plauti Assign background jobs. If the user that scheduled these jobs is not active anymore, the jobs will stop running.
To check if this is the case:
- Go to Salesforce Setup > Scheduled Jobs
- Find the seven ‘SRR’ jobs
- Check that the ‘Submitted By’ user of each job is still active, and that a next scheduled run for each job is scheduled within the next hour.
If the jobs indeed aren't active anymore, they need to be deleted and recreated. This is easiest to do in the Assign Setup.
- In Plauti Assign, go to Assign Setup > Jobs & Maintenance.
- Click Delete Jobs
to delete the inactive scheduled jobs. - Click Create Jobs
to recreate the jobs with an active user. - Go to Salesforce Setup > Scheduled Jobs to verify that the seven ‘SRR’ jobs have been recreated with an active user, and are scheduled to run within the hour.
