Ben_Wyatt | 2025-02-05 19:24:13 UTC | #1
For the first time in my org's history in Workforce Management, we had a schedule where Modified="System" where I would normally expect a user GUID. This raises a few questions:
- Under what scenarios would a schedule be modified by the System user instead of the user that initiated the change to the schedule?
- Besides agent schedules, what other objects are subject to creation and/or modification by the System user (e.g. forecasts)?
- Besides, System, are there any other possible users with an identifier that is not a GUID or are not retrievable by /api/v2/users?
brian.trezise | 2025-02-06 13:26:17 UTC | #2
Ben_Wyatt, post:1, topic:31572
- Under what scenarios would a schedule be modified by the System user instead of the user that initiated the change to the schedule?
"System" is used when an object is changed without a direct action from a user. For example, when a shift trade is matched and the schedule is updated to reflect the trade, we mark the schedule as updated by "System”.
Ben_Wyatt, post:1, topic:31572
- Besides agent schedules, what other objects are subject to creation and/or modification by the System user (e.g. forecasts)?
We can't provide a definitive list, and even if we could it would likely grow over time, but for example forecasts should not be able to be updated by “System”. Another example is a shift trade that is automatically approved will have it’s reviewedBy set to “System”.
Ben_Wyatt, post:1, topic:31572
- Besides, System, are there any other possible users with an identifier that is not a GUID or are not retrievable by /api/v2/users?
“System” is the only one we use that won’t tie to a user.
The Genesys UI has shared user handling code on our side, such that whenever we try to translate a userId to a name, we will first check if the value == “System" and if so, return that directly. I recommend our API users do so as well, because it’s possible that new features will introduce new cases where “System” can be returned.
Ben_Wyatt | 2025-02-06 15:31:00 UTC | #3
Is there any resource that would have pointed me towards the answer in #3 instead of having to ask? I find that I uncover best practices in a fairly ad-hoc manner and only as these types of eccentricities cause issues in my application. Far more than just about any other data source my org touches, I live in constant fear that my morning is going to be ruined by the random exception Genesys throws into what otherwise seemed like a straightforward relationship between objects.
brian.trezise | 2025-02-06 18:54:12 UTC | #4
There is not currently. I opened an internal ticket to add a note to the documentation of the metadata.modifiedBy property that "System" is a possible value
system | 2025-03-08 18:55:04 UTC | #5
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