Last activity: 4 Mar 2020 3:57 EST
Get Next Work - Assignment vs Work Urgency
In our application we are only using work level urgency and not assignment level. This is because business does not treat different assignments differently but only case as a whole.
Now the get next work functionality (specifically the list view) uses only assignment level urgency to prioritize assignments. However to achieve our specific need, we need to have work level urgency. To achieve this i have 2 possible options. This post is to identify which options is inline with pega's best practice.
Option 1: Join the list view with work table and retrieve work urgency directly in list view for sorting.
Option 2: Create new assignment level SLAs which will behave same as work level SLAs and set the assignment urgency. This would then avoid customizing deprecated list view rule.
Any other suggestions?