Hi,

We have encountered a scenario where the front-end team is responsible for creating cases with some initial processing details. These cases typically around 500 to 600 per day are then assigned to a work queue for the backend team to process.

The backend team handles these cases by cherry-picking from the queue. However, a challenge arises when they are asked to prioritize a specific case. Given the current setup, locating a particular case in the work queue can be difficult.

Pega recommends setting the 'maximum number of rows to retrieve' to 500, with no pagination. This means if the case in question falls outside that 500-row limit, it won’t be visible or searchable through the standard view.

To address this, we explored using a pagination activity. With this configuration, Pega fetches 10 results at a time. As users navigate through pages, previous results are discarded and the next set is displayed. While this allows users to search within the visible range, appending results to a separate page for broader visibility could lead to performance issues if the number of records grows too large.

Has anyone implemented a similar solution or found an effective approach to handle this kind of scenario? We’re looking for suggestions or best practices that could help us improve the searchability and performance of our case handling process.

Thanks!!