Assign To self
hi,
There are two workqueues for 2 managers , can access the cases by both the managers , after opening any case they can assign to self , it should show in their worklist or basket.
how to achieve this..
Accepted Solution
Updated: 3 Apr 2024 12:45 EDT
Pegasystems Inc.
CA
Maantic Technologies Pvt Ltd
US
Hi @SoumyaG82
Hope you are doing well.
Here's a comprehensive approach that incorporates best practices and addresses potential issues:
1. Create Workqueues:
- Navigate to Designer Studio > Organization & Security > Work Queues.
- Create two workqueues, one for each manager (e.g., "Manager1Workqueue" and "Manager2Workqueue").
- Ensure that both managers have appropriate access to these workqueues.
2. Configure Case Type:
- Open the relevant case type in Designer Studio > Case Types.
- In the Work Queues tab, add both workqueues created in step 1.
- In the Assignment tab, set the Assignment Type to Manual. This allows managers to manually assign cases to themselves.
3. Create Workbaskets:
- If you want to further organize cases within each manager's worklist, create workbaskets for them.
- Go to Designer Studio > User Interface > Workbaskets.
- Create workbaskets for each manager (e.g., "Manager1Workbasket" and "Manager2Workbasket").
- In the Work Queues tab of each workbasket, add the corresponding workqueue.
Thank You
Megha
Accepted Solution
Updated: 3 Apr 2024 12:45 EDT
Pegasystems Inc.
CA
I would recommend going with GetNextWork to avoid cherry-picking the cases directly by the Manager from Work Queues.
GetNextWork has two options for user assignment -
1) Once the user clicks on GetNextWork, the next urgency case gets automatically assigned to the user by default.
2) Once the user clicks on GetNextWork, the next urgency case is shown to the user, however, the case gets assigned to the user once the user clicks on Finish Assignment.
I think your scenario fits into second option where the user can assign to self when they click on Finish Assignment (Submit button).
@SoumyaG82
I would recommend going with GetNextWork to avoid cherry-picking the cases directly by the Manager from Work Queues.
GetNextWork has two options for user assignment -
1) Once the user clicks on GetNextWork, the next urgency case gets automatically assigned to the user by default.
2) Once the user clicks on GetNextWork, the next urgency case is shown to the user, however, the case gets assigned to the user once the user clicks on Finish Assignment.
I think your scenario fits into second option where the user can assign to self when they click on Finish Assignment (Submit button).