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Troubleshooting Get Next Issues for MarkView for Oracle

When I select Get Next, the system either displays incorrect items or does not display my pending items. How do I diagnose this problem? 3997
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Summary

When I select Get Next, the system either displays incorrect items or does not display my pending items. How do I diagnose this problem? 3997
  • When I select Get Next, the system either displays incorrect items or does not display my pending items. How do I diagnose this problem?
    • Items From the Incorrect Org
    • No Work Items Pending
    • Unable To Retrieve Items
    • Quick Invoices

 

  • A little background information is helpful in understanding this problem. In addition, we've provided some scripts (which are attached to this answer) that will help Kofax Technical Support evaluate the problem.

Background

To determine what items are pending for which user, the MarkView system checks the following:

  • The Application Form you are using, and current Form Block.
  • The Responsibility and Application that you are logged into.
  • The mapping of the Form and Block with Responsibility and Application to a set of Functions.
  • The Kofax SQL*Flow Roles that you have been assigned.

The system then retrieves the next pending work item, based on the priority of the work items and the date that the work items entered a workflow queue.

Troubleshooting

To troubleshoot any problem with pending items, take the following steps:

  1. Ensure you have gathered stats in both Oracle EBS and MarkView.
  2. Check your current Applications Context by doing the following in Oracle Applications:
    1. Login to Apps.
    2. Select the responsibility in which you are noticing the problem.
    3. Select Help->Diagnostics->Examine (or Help->Tools->Examine ).
    4. Set Block to $PROFILE$.
    5. Set Field to RESP_APPL_ID, and query the Application ID field.
    6. Set Field to RESP_ID
    7. Query the Responsibility ID field.
  3. Run the following four scripts (NOTE: the 4 scripts are in the attached 'UserPrivs_PendingItems.zip' below): 
    1. Get_FormBlock_RoleQueuePrivFunctions.sql - which will return the function and queue mappings for the Application and Responsibility IDs that are defined in the MarkView System.
    2. GetUserRoleQueuePrivFunctions.sql - which will return the queue privileges for a given UserID.
    3. Get_User_FormBlock_RoleQueuePrivFunctions.sql - which will return the queue privileges for a given UserID, restricted by the function and queue mappings for the Application and Responsibility IDs in the MarkView System.
    4. Get_User_Pending_Items.sql - which will return the items pending for a given UserID, and the UserIDs that have a given workitem pending for them.
  4. Log a new case with Kofax MarkView Technical Support, providing the results of the four scripts noted in Step 2 above. This is the zip file to download that contains the scripts to run: UserPrivs_PendingItems.zip

 

QUERY TO SEE WORK ITEMS PENDING FOR A USER 

This query returns pending items for a user showing priority and enqueued_timestamp. It also includes the function name (Example: 'Invoice Entry - US').

Check your Module Admin Organization configuration (Form Block Function mappings and responsibility - in this case for APXINWKB): 

 

select *

from sf_pending_user_items pui, sf_workitem_info wi

where pui.USER_ID = 'JSMITH'

and pui.FUNCTION_NAME = 'Invoice Entry - US'

and pui.WORKITEM_INSTANCE_ID = wi.WORKITEM_INSTANCE_ID

order by wi.PRIORITY desc, wi.ENQUEUED_TIMESTAMP asc

 

Get Next will use priority first, then enqueued timestamp of the work item. 

 

Keywords: pending, sf_filter_result, sf_pending_user_items, org, diagnostic

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