To Do Widget not showing assignments on first step after case is created using create case smart shape
Did anyone have faced synchronization issue on To Do Widget used for Work Queues on Constellation UI using Infinity '23. I have a scenario to create a case from another case (using create case smart shape). The newly created case has the first assignment routed to a work queue and this is being taken care by To Do Widget configured on App Studio to show the assignment on portal. The work queue configuration is fine as the assignments are getting routed to it from 2nd level of that case processing, but it's not showing up the assignment when the case is created on very first stage after create stage where the same work queue is configured to be routed. On the very first stage where the assignment is not shown on To Do Widget, if the case is searched from portal the assignment shows the correct work queue it is assigned but To Do Widget is not reflected with it. Anyone has encountered this issue in Constellation? Is this a known issue?
HCA Healthcare
US
@SoumikK1 This is a known issue in Pega Infinity '23 with Constellation UI where the To Do widget doesn’t show the first assignment if it’s routed to a work queue right after creating a case using the Create Case smart shape. The assignment is actually created and routed correctly, but the widget doesn’t update immediately because it doesn’t get a signal to refresh. A simple workaround is to add a small utility step or delay before routing the first assignment, which gives the system enough time to register it. Another option is to trigger a refresh manually using a publish event (like @Publish-Event) that the widget can listen to. This issue tends to resolve itself in later stages of the case or after manual refreshes, so it’s mostly about the timing of when the widget pulls data. Pega has acknowledged this behavior, and if it blocks your use case, it’s best to raise an SR for a hotfix or version-specific guidance.
Cognizant
IN
@Sairohith Thanks for you prompt help and reply to my question. Appreciate it! Yes, I do see there is a limitation in To Do Widget to show the fist assignment, routed to work queue when the case is created from create case smart shape. With your comments, I have explored a bit more and found that the To Do Widget refers to D_WorkBasket which fetches data from pyGetWorkBasket Report Definition. This Report Definition has a filter condition of pxApplication = pxThread.pxCurrentApplicationName - which is restricting to show the assignments as the case is created at a top level built-on application through create case smart shape. The pxApplication remains the top level application even after the assignments reaches the actual case on below application hierarchy. Yes, we can have a workaround to this, by creating another custom landing page and refer another report as per the required scenario and have this sorted.