Question
JP Morgan Chase
PL
Last activity: 17 Mar 2023 3:54 EDT
Dynamic Work Queues
My use case is as below.
I am storing data in a datatable within Pega where a specific column includes details about people to whom a specific case needs to be assigned - based on input parameters.
e.g. - if input is A, work queue for the case should include person P, person Q. if input is B, work queue for the case should include person X, person Y.
Mapping of these assignees is available in the table mentioned above.
Can someone suggest how I can achieve this?
Bits in Glass
IN
@SaurabhK16637887 use a custom routing activity for routing the assignment. In the first step, set param.Switchtoworkbasket=true.
Then based on the when conditions set param.AssignTo= your workbasket name.
You need to have work queue names in the data type. Based on the logic get the name from the data type and set it to param.AssignTo
Pegasystems Inc.
IN
Can you please confirm if you would need to dynamically assign people to the workqueue or dynamically choose the work queue for a case?
JP Morgan Chase
PL
@SrinidhiM Idea is - I will require dynamic assignment of people to work-queue for each case. So, as mentioned in example, case 1 can have person P & Q in the work queue whereas case 2 can have person X & Y in the work queue.
This assignment needs to happen on filter condition based on parameters provided during case creation.
Bits in Glass
IN
@SaurabhK16637887 So for every case you need to create a work queue and provide WQ access to users?
NCS Pte. Ltd
SG
Hi @SaurabhK16637887 : At any specific point of time there can be multiple assignments in a work queue. so granting work queue access to users dynamically based on case data wouldn't be possible.
Rather you can check if you can work with security features to restrict access to users based on condition. You can add a when rule / privilege to the flow action in that specific assignment which you need to add restrictions.
Thanks.
Pegasystems Inc.
IN
@SaurabhK16637887 I would agree with @ArulDevan's point, assigning people dynamically to a workqueue is not a good option, it would be very hard to maintain and it becomes very hard for business users to understand the use of work queue and future enhancements will be difficult as well. Instead try other design approaches based on your requirement and by weighing the pros and cons of the approach. I have few approaches in mind since I do not know the complete business I will not be able to pin point to a single approach. Please weigh the pros and cons of the approaches and fix one approach.
1. routing the assignment to a single workqueue, give access to all desired people to the workqueue and use ABAC to control the access to the assignment.
2. If the requirement demands (meaning having a separate process, security, reporting requirements) having multiple child cases you can give a thought to have this approach. This approach has its own pros and cons based on the business and how things needs to be achieved so analyze well before picking this approach
3. You can check if Parallel assignments would work (use split join or split for each based on requirement) this has issues with locking if people work on the case at the same time so this needs to be handled
Please let us know on what works for you