Question
TechMahindra
IN
Last activity: 5 Sep 2022 1:07 EDT
Get Next Work customization- To get the assignments from work baskets in the desired order
Let's say I am having the workbaskets A, B, and C. I have a requirement to fetch the list of the assignments from work baskets using the GetNextWork in the order of B, A, and C.
How to customize the GetNextWork to get the assignments from the workbaskets in this order?
Note: We should not update the operator record with the work baskets order (B, A, C).
***Edited by Moderator Marije to add Capability tags***
TechMahindra
IN
Ruletronics
GB
I can think of a few options, but the best way will depend on your exact requirements and operator setup for your application.
1. Simplest option is as you said, modifying the operator to put the workbaskets in the required order of priority and using the option "Get from work queues first" with the Merge option deselected.
2. You could setup your assignment urgencies so that the higher priority workbaskets will usually have higher urgency. This may be hard to maintain so don't recommend this one.
3. You could define a custom data type called something like "WorkBasket Priority" with columns: Workbasket Name, Priority. You could then customise the ListView rule for GetNextWork in Assign-WorkBasket class. Here you can define a class join and join to the data type based on the .pxAssignedOperatorID = .WorkbasketName. Then change the ListView sorting to sort based on the priority first, then urgency second. This way it will mimic the approach in option 1, but handling it in the ListView SQL query instead of calling the ListView multiple times.
I can think of a few options, but the best way will depend on your exact requirements and operator setup for your application.
1. Simplest option is as you said, modifying the operator to put the workbaskets in the required order of priority and using the option "Get from work queues first" with the Merge option deselected.
2. You could setup your assignment urgencies so that the higher priority workbaskets will usually have higher urgency. This may be hard to maintain so don't recommend this one.
3. You could define a custom data type called something like "WorkBasket Priority" with columns: Workbasket Name, Priority. You could then customise the ListView rule for GetNextWork in Assign-WorkBasket class. Here you can define a class join and join to the data type based on the .pxAssignedOperatorID = .WorkbasketName. Then change the ListView sorting to sort based on the priority first, then urgency second. This way it will mimic the approach in option 1, but handling it in the ListView SQL query instead of calling the ListView multiple times.
4. Using a similar approach to 3, define the same data type. Instead of customising the ListView, you can customise the Work-.GetNextWork activity. Instead of calling the getNextWorkObject without any parameters, you can iterate through the list of workbaskets to be used from the new data type in order of priority, in each iteration, set param.WorkBasket explicitly before calling the getNextWorkObject activity to force it to only search for the workbasket specified. This is essentially the same as option 1 just without changing operator setups. Modifying activity findAssignmentInWorkbasket is also possible, but I wouldn't do that because it will require writing java.
You may also want to look at circumstancing the rules mentioned based on some Operator properties such as Workgroup or Role so that you don't change the default functionality for all users.
Recommend going through the routing mission from the CLSA course if you haven't already as it covers this topic in detail:
https://academy.pega.com/mission/work-delegation-design/v2/in/29551