Customizing GetNextWork
We have a requirement to modify the GetNextWork functionality for a certain workgroup in our application. They have a number of workbaskets with different SLA:s, and one particular workbasket which needs to have priority above all others. Like this:
WB X
WB Y
WB Z
As long as there are any tasks in WB X, these need to be picked first in GetNextWork. If WB X is empty, GetNextWork should pick tasks as per the existing priority logic (OOTB).
There are also other workgroups already using GetNextWork, so any changes we do can not affect these.
Any suggestions for a solution approach?
Updated: 23 Oct 2024 4:26 EDT
Maantic Inc
IN
There is an OOTB decision tree called GetNextWorkCriteria in class Assign-. You can either customize your own logic in it or save to your own ruleset and class and update.
Pegasystems Inc.
CA
I believe Merge work queues with the urgency should work for your use case. Can you please confirm if you have already explored the below option?
When multiple work queues are listed on a user operator record, the work queues are processed from top to bottom. If you configure an Urgency Threshold for the work queue, then assignments with an urgency above the defined threshold are prioritized. Lower urgency assignments are considered after only all applicable work queues are emptied of assignments with an urgency above the threshold. If Merge work queues is selected, the listed work queues are treated as a single work queue.
Folksam Omsesidig Sakforsakring
SE
@RameshSangiliThanks, I will explore this option further