WFM Schedules Modified by GUID "System"

[Ben_Wyatt]

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:

1. Under what scenarios would a schedule be modified by the System user instead of the user that initiated the change to the schedule?
2. Besides agent schedules, what other objects are subject to creation and/or modification by the System user (e.g. forecasts)?
3. 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]

@Ben_Wyatt

1. 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

2. 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

3. 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]

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]

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