Question
Stella
US
Last activity: 1 Dec 2021 12:36 EST
Assignments and work groups
When transferring a case to an operator the assignment that gets created seems to set its pxWorkGroup as the primary work group of the operator it is being assigned to. If an operator is a member of more than one work group how can this assignment be created under one of the other work groups that the operator is a member of? It would seem to me that the only way would be to modify the operator to switch the primary work group before transferring the assignment. The operator transferring the case wouldn't know to inform the other operator to switch his or her work group. This would not be a good solution.
Lventur
IN
Pega will have their code in a specific standard/business format. But in all pega ootb api activity which we are using maximum pega will have some extension point. By using this extension point we could be able to achieve custom business needed solution.
For your scenario if you are using pxTransferAssignment api activity for reassigning case to an operator/work basket then you could make use of pyTransferAssignmentDefaults api extension activity, in which you could have your logic to calculate work group and you could be able to override the pega ootb calculated values.
You would need to find the extension points which pega provided in all scenario's for building any business related solution on top of pega ootb code.
Stella
US
@Gunasekaran Baskaran hmmm. OK. Thanks for the response. My question was really about the motivation behind why it is done the way it is. I assume its because more customers than not would like the assignment to be create under the primary work group of the targeted operator. This doesn't work so well when an operator has more than one work group or part of more than one application with its own work group. It would seem to me then in that case transfer should prompt which work group to use which is maybe not fair to he person transferring it to have to make that decision.