Question
Last activity: 14 Oct 2015 14:16 EDT
Report on Timeliness of Assignments
Hi ,
we need to have a report which shows up the timeliness of the assignments like whether it's within Goal/ in Passed Goal /Pass Deadline,Despite of assignment being in Work basket /Work list.
In our WO flow,the WO may have multiple assignments with different SLA's ,and they gets routed to different business unit (either WB or WL).
Business is looking for the single report that shows up the timeliness of all open assignments of the case.
I just went through design of OpenCaseTimeliness OOTB report, Here pySLAGoal & pySLADeadline case level SLA details are passed to determine timeliness of the case .
I don't think so this OOTB report would help in our use case..
Already we had designed report which talks about current state of assignments that are stayed in WB.
The challenge over here is, In the same report need to show up the timeliness of assignments that are assigned to users'.
Is it possible to make some progress by keeping function alias.?
Please share your thoughts on this.
Pega Product version :7.1.6
Pegasystems Inc.
US
Just came across your post and I did a search regarding SLA in here and I found this thread. Does this help you with your question?
Does anyone else in the PSC have the answer to this or could offer some additional guidance?
Pegasystems
IN
I think you can use a function to take all assignments into consideration. In your report, you should join with the work basket and do a left outer join.
In the select fields, you can use a function which does a "CASE WHEN" to check if the work basket is NOT NULL then use the work basket else use the operator found in .pyAssignedOperator
Thanks Rajiv for your response.
Actually Business is looking for a single report,which gives the present timeliness of a assignment ,despite of assignment is present in work basket or work list.
Do you suggest here ,to built a report on work table ,and do a left outer join with Assign-Workbasket and Assign-Worklist class?.
I'm thinking of 'Case When' function does not help here ,as in single column ,we should get the current timeliness of assignment irrespective of the assign table.
I'm just assuming ,like make a single function alias(Embed-userfunction) which takes the details of the assignment(pxGoalExecute,pxDeadlineExecute) ,and long with type of assignment class ,so that we can determine the status like "WithInGoal",PassedGoal,PassedDeadline".
The challenge over here is to pass work list & work basket class to Embed-use function.
Please suggest if we have any better solution to accomplish it.
THanks,
Brahmesh.
Pegasystems
IN
Hi Brahmesh,
So what you are looking for is UNION of the Assign- tables to join against the work table. That is currently not supported in report definitions.
To work around the problem, you can create a view in the database which does this UNION and then map it to another Assign- class and join with it in your report.
-Rajiv
Thanks for the reply.
How do we delete the records from the view when assignment is resolved/processed ?.
Here is the steps of design that we had followed to achieve this requirement.but it looks similar to the solution suggested by you .
1) Dedicated table has been created to hold the assignment details.
2) Defined the declare trigger on Assign-workbasket ,and Assign-Worklist class ..
3) On saving & committing of assignments, inserting the records into the table by using declare trigger activity.
4) Defined the declare trigger on both assign class, and on deletion of assignment ,records are getting deleted from the table using a trigger activity.
5) Built the report on data table which contains the assignment information.
The problem with design is, few records are not getting deleted from table( 2 out of 10).even though those work objects are resolved.
Pegasystems Inc.
IN
As Rajiv suggested, you should use View and not a dedicated table as you will have issues while maintaining them like you are having now with deletion of records.
Just create a view in Database which does a union of both workbasket and worklist assignments. Create a class in Pega and map to that view. And you should be done once you write reports against that class.
With view you don't have to worry about maintaining data or deletion of assignments as it is just a dummy view and not the actual data.
You don;t need Declare triggers also as view will again take care of fetching all results.
Hope this helps