How to enable a case worker to switch between his/her Workgroups/Teams?
Situation: We have several thousand operators (case workers). Case workers can have any combination of ten different Pega workgroups (teams) assigned to them.
Per setup exactly one workgroup is marked as default on the operator record. After login that case worker only sees that default Workgroup and corresponding queues.
Note that switching in the portal is working OOTB only if the operator in question is manager for the workgroup. Making thousand of users manager in their corresponding workgroups is not an option.
How can we enable a case worker to switch between his/her workgroups in the portal?
If this is not working as such OOTB, are we going against a best practice here?
DB Systel GmbH
DE
I got the same issue but haven't yet found a good solution. Pega seems to promoting the multi application approach more and more with citizen development ... but the core platform is lacking some basics to make this possible.
Updated: 20 May 2021 8:52 EDT
Capgemini
IN
In older versions of PEGA we had option to add only one Work Group for an operator, now with latest PEGA versions we can associate multiple Work Groups top an operator.
For your requirement we can do it in 2 ways,
1) Datapage which is showing the workbasket list in section takes workgroup as input , we can set that value with all workgroups in single param and pass it to DP.
2) We enable dropdown of workgroups operator has access which is similar to manager portal configuration of selecting workgroup dropdown which we need to take it inside workbasket view section.