Hi team! Has anyone ever faced the following issue?
I have been working with the new
Flow Approval Processon the Case object. I was able to correctly implement an approval process that is assigned to a Queue. This Queue contains a Public Group where I assign users to. I've also added the Work Guide component to a Flexipage, so assigned users can approve or reject the approval process.
This has been working as expected on lower environments. Nonetheless, in our Production org,
assigned users to the Public Group cannot see the Work Guide on the Flexipage.
I've already verified the following:
1. Work Guide component is correctly added to the Flexipage.
2. User is correctly assigned to the Public Group.
3. Flow Approval Process is Active.
4. Queue that assigns the Public Group has 'Case' and 'Orchestration Work Item' assigned as supported objects
Are there any permissions that I might be missing for this weird situation to be happening? What I'm finding specifically weird is that it works in lower environments, but not on Production.
Try following Troubleshooting Step:
Log in as one of the affected users, navigate to the App Launcher, and search for Orchestration Work Items
.
1. If they cannot see the object, it's a Profile/Permission Set issue (Check The Fix for Issue#1)
2. If they can see the list view but it's empty (or they can't see the specific item for that Case), it's a Sharing/OWD issue (Check The Fix for Issue#2).
The Fix for Issue#1: Ensure the users' Profile or assigned Permission Set has Read and Edit permissions on the Orchestration Work Items object.
The Fix for Issue#2: Go to Sharing Settings and check the OWD for Orchestration Work Item. If it is set to Private, users won't see the work guide unless they are explicitly shared into the record. Setting it to Public Read/Write (if your security policy allows) is the easiest way to ensure Queue/Public Group members can see their tasks.
