What if two cases have same urgency?
Hello
I need a clarification ...If two cases have same urgency, which case do the getNextWork() will pick?
***Edited by Moderator: Lochan to move post to PSC***
Pegasystems Inc.
FR
Hello,
Have a look to the following maybe: Everything about Get Next Work, Get Most Urgent
Cognizant
CA
Hi,
If two cases have the same urgency and same criteria, you can consider the pxCreateDateTime. So the cases are processed on first come first served basis.
Pegasystems Inc.
IN
Hi,
The logic works based on decision tree “GetNextWorkCriteria”.
Please check what values are there in the clipboard, based on that you will get an idea.
Also, you need to check if the operator has any work queue preferences and urgency threshold mentioned in the operator record.
Did you observe any discrepancies while getting an assignment through GetNextWork, I don’t think so there is straightforward logic.
Cognizant
CA
Hi,
Decision tree “GetNextWorkCriteria” just checks the user has access to work on the case. But the eligible cases are fetched from PEGA GetNextWork Listview/Report Definition. You can customize the rule in your ruleset and you can add the pxCreateDateTime sorting logic. So the eligible cases will be sorted and the first created case will become available. Then it will be validated against the "GetNextWorkCriteria" decision tree.
Pegasystems Inc.
IN
There is no specific order as it completely depends on database retrieval logic.
The customization suggested by @VIVEKATCTS should work.