How to add Multiple Work queue in one work group
There is a requirement to add multiple Work queue in Work group form.Can someone guide how to achieve this functionality? Currently in Work group form we can add only one Default Work queue.
***Edited by Moderator: Pallavi to change content type from Discussion to Question***
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
I think we can create multiple work queues and map it to the same workgroup but as per OOTB, we don't have the option to add multiple work queues in the same workgroup.
Updated: 25 May 2020 15:50 EDT
Pegasystems Inc.
GB
When you create a work group you have to specify a default work queue and when you create a work queue you have to associate it to a work group. This doesn't mean that you cannot associate multiple work queue to the same work queue. It only means that a work group have a default work queue to route the work when there is no specific work queue to assign the work to. The default work queue is sort of a miscellaneous work queue where user can pick different type of tasks from.
To associate multiple work queues to the same work group you just need to edit the work queue work group field or set it when you create the work queues to the work group you need to.
Updated: 26 May 2020 0:53 EDT
Cognizant Technology Solutions
IN
@HERMA , thanks a lot for your response.
Actually I am looking is there a way we can customise work group form to include multiple work basket name for same work group. Currently that option is not available in OOTB.
Pegasystems Inc.
IN
Ideally you shouldn't customize the OOTB rules. One way as to save as the section of Workgroup form to your own rule set.. Give a grid like structure to add multiple workqueues (Which you have to create first). Once you save the section rule , you need to save all Work queues and workgroup on click of save button. It would be a tricky one and quite complex to achieve.
Pegasystems Inc.
GB
Sorry, I'm not sure if I understand. A work basket is another name for a work queue, the object rule is the same.
Despite in the work group form you can only indicate one default work basket/queue. The relationship between work group and work basket, it is one to many. A work group can be associated to many work basket/queue but a work basket/queue can only be associated to one work group.
If you need to display a form with the relationship, all you need to do is create a data page sourced by two report one to get all work group associated to ruleset within your application and the other getting the work basket/queue for each work group. Then present the data in a data grid or your preferred UI element sourced by the data page.
Pegasystems Inc.
IN
My path was almost same but if we are modifying the OOTB Workgroup form then we should have only have a multi-select control sourced with a Data Page which brings all WB's related to your ruleset. The multi-select control gives a more better UI Experiences to Users to select multiple WB's rather than grid. Then when we save the particular work group rule , we can call custom activity to save all WB's selected to the respective WB.
Barclays
IN
@Angel Hermira In the SSA 8.5 -Case Management Intermediate - Organizational Records -
It has this statement in a note that "The relationship between workgroup and work queues is M:N (many-to-many relationship)"
I also think it should be One to Many. Cause the Work Group can have a single default Work Queue / Work basket.
But Multiple Work Queue / Work Baskets can refer to a single Work Group.
But as I mentioned that in the module it states that there can be a many to many relationship between Work Group and Work Basket / Work Queue so is it possible in any specific scenario. If yes then can you please explain.
Thanks,
Abheek
Pegasystems Inc.
GB
@AbheekC7 , No unless you overwrite the OOTB form for the Work Group what I wouldn't recommend. The relationship is the same whether you input the data in the WG or in the Work Queue.
What you specify in the WG form is the default WQ nothing else. By specifying the WG in the WQ form you are establishing the relationship with the WG and when querying the WQs associated to a particular WG you'll see all the WQ that reference it.
Are there any particular restrictions or use case that you have in mind to ask about this?