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Lochan  |  Community Moderator  |  Pegasystems Inc.

Case urgency refers to a property of type .px which is an auto computed and cannot be overriden from user interface screens. 

HI Jayami, 

If you are looking to update your case urgencies in bulk, you have a few options.The best is to add a local action to your casetype that updates the urgency (there should be on OOTB). This makes that action available at anytime for that particular casetype.  Bulk processing finds the union of all available actions for the cases you have selected, so make sure that any case instance you have selected in bulk processing has the ability to update urgency. Update Urgency should now be an option in your bulk processing. 

Also, transfer also allows the ability to update the urgency as well when moving cases/assignments to other members or work queues. 

-Drew

Hi Vijay, 

Thanks for taking the time to respond. The client has automated the process to assign service requests coming from the customer and matching those service requests to the appropriate engineer (this process is done through decision logic i.e decision trees, filters, etc.) The business is currently having issues that need to be fixed in this process but they don't necessarily know what is going on in the decision logic. Essentially they want to understand what rules/filters/decisions are being applied to filter and match each service request to an engineer. 

Thanks,

Brandon

Hi Khirod,

GetNextWork works on assignments the user can perform. The assignment to be worked upon depends on various factors including urgency, skills, the workbaskets they are delivered to and the operator’s work preferences.

In your scenario, when you refer to a sub-case, a sub-case can have multiple assignments across different stages. It’s not clear if these assignments are routed to workbaskets or operator’s worklist.

You need to evaluate all these factors and decide on the best possible approach to customize the default GetNextWork implementation. There are many activities which can be customized including: GetNextWorkCriteria decision tree and GetNextWork list view.

I would also recommend to go through the article “Everything about Get Next Work” which also explains about above extension points. Hope this helps.

-Vijay

Hi Saikat,

I just did a quick check with academy team and curriculum development roadmap. At the moment, there is no immediate plan to introduce Case Management certification on Pega 7. However, I would recommend to check Pega Academy course library again sometime later for any further updates on this topic.

Vijay

Hi,

For Pega 6.x composite portals, there is no OOTB support for having space title bar icons.

With Pega 7, we have added a lot of great improvements in our portals and it is recommended to consider moving to Pega 7 to take advantage of these new capabilities. To compare with space title bar features, in Pega 7, you will see that forward and back buttons to move across work items is being replaced with Recents gadget. Refresh is made available on all the widgets within the portals, Print of a list view is moved into Report section where you can also export to PDF and excel formats. Hope this helps

-Vijay

It's not clear what the issue is from the details you shared in the other thread. I've added some more questions with clear set of instructions to understand the issue better. Let's continue the discussion there to avoid any duplication of posts here.

Hi,

You can define your own local actions or add utility shapes at specific points within the flow. Define logic to take a snapshot of the data (which you want to retain/restore) at a specific point, store it in your data model and provide options to restore the data from those snapshot points. 

- Vijay