Remove the feature of auto-assignment on “LOCK” function

[calvinfu]

Currently,  users are required to do the different search and check detailed information of the works even the works are not processed by themselves. Many users does not aware press LOCK button will cause self assignment. It is due to in AWD 3,  press LOCK function is just for block other user update to the same work and the work will be released after unlock.  

[Clararaj]

So the request is when the user locks the item - the work item should not get assigned to it.  So then why does he lock the work item - to view it ?

[Clararaj]

Why does the user not use Search in this case ? what kind of details would the user like to see of the work item ? 

[calvinfu]

Hi Clara, 

As I understand from the client, users are using the search function to locate the work/cases they are interested in; however, the tagline does not provide enough information to view the details of the work/case. They then use the lock button to lock the work/case to prevent anyone from changing the content. Unfortunately, they are not aware that the work is being assigned to their worklist because the behavior is completely different from their past experience with AWD3 (the very old version of AWD). The client's request is to allow users to lock the work/case without assigning it to their worklist.

[Karen_Hunter]

Hi Calvin,

Assignment is a prerequisite for lock, so it is not feasible for us to change the default behavior in the way you have described.

The use case I am seeing requires thoughtful analysis when working with search results (versus worklist assignment)

• open a work item to view but not take ownership (assignment with or without a lock) and then make a decision to "work it" with an assignment/lock.
• this could be a processor who is going to choose what they work on - where - for whatever business reason, the work select algorithm does not meet current needs and the business reason to search for and choose work is not considered "cherry picking" to override the configured delivery of the most important work in prioritiy order.
• this could be a call center representative who often times searches for work to answer questions in call, where they need to explore what is happening but need to leave current assignments alone and/or not assign to self automatically by their actions
• they tagline configuration is not enough information to make a decision a decision.
• the Lock icon cannot be removed from the security profile

Product Options

• The lock icon is currently present for a work item when the user has update privileges and does not currently honor the ACTNLOCK resource.  We have added a backlog item to enforce this security configuration so you can remove it if you like, consistent with removing the Comments icon when you have neither ACTNVCMT or ACTNCMTS resources.  This needs to go through a prioritization cycle.  
• A doubleclick action is another way that users have historically "accidentally" locked and and/or assigne work - is that a concern to you?
• There are action items to View History and/or View Data, but not to View Work (different than open with assignment / lock.  We can explore this new action.  Note that when work is in a workstep with a flow attached, unless and until you lock the item for processing, your default form is presented (not the form configured in the flow) which means that we will present the default form if configured in the process first before using the default form available in the admin workflow configuration and, therefore, must reveal the appropriate level of information to make a decision.