Question
Pegasystems Inc.
JP
Last activity: 9 Feb 2016 20:41 EST
7.1.9 How to track (keep a history of) previously assigned operator id when an assignment is transferred.
We have a requirement to keep a history of previously assigned operator id whenever an assignment is transferred to someone else.
Below scenarios should be considered.
1. Assignment is re-routed to the substitute user by the system automatically, if original assignee is not available.
2. Assignment is transferred from previous assignee to another user by manager manually.
3. Assignment is transferred to another user by previous assignee manually.
4. Assignment is transferred / re-routed from one user to another user more than one times.
Challenges:
Audit log doesn't keep previously assigned operator id.
Most of the activities that deal with assignment transfer are final and seems no extension points are defined. (i.e. Work-.pxTransferAssignment, Work-.Reassign, Work-.AddWorkHistory)
Any ideas and stories of implementing similar requirements are appreciated.
Virtusa Global IT Services Company
AU
Hi,
Do you want to know the user from whom the assignment is transferred?
If so you can refer to the .pxcreateoperator property of Assign-Worklist/Assign-WorkBasket. This will store the operator id of the user from whom the assignment is done.
Correct me if I misinterpreted your requirement.
Pegasystems Inc.
IN
Hi Chunzhi,
The OOTB audit tab that appears with the case ( Section name : pyCaseHistory ) should ideally show the details as per your requirement.
For example , in my case, I created a case and then moved the assignment to some other operator . The new operator then logged in and when he checked the audit tab he can see the previous operator info as well.
Correct me if I am wrong .
Pegasystems Inc.
JP
Unfortunately the audit log doesn't keep the previously assigned user id which I have to track.
It is not the performer of the transfer action.
Pegasystems Inc.
IN
reading the operator (pxRequestor.pyUserIdentifier) prior to routing the assignment into an application page list property make sense?
Pegasystems Inc.
JP
Hi Phani,
I think pxRequestor is the person who is performing the transfer action, not always the assigned user of the assignment being transferred.
Pegasystems Inc.
IN
How about using property " pyAssignedOperator"
You can create a logic to record this property in clipboard and use it in audit trail
Pegasystems Inc.
JP
I found Work-.pyReassignAssignment is there and it can be customized.
Are there any specific conditions, that Work-.pxTransferAssignment should be used instead of pyReassignAssignment ?