Question
Inconsistent pyResolvedUserWorkGroup when agent resolves order
I have a requirement where we need to have same pyResolvedUserID and pyResolvedUserWorkGroup for all the resolved orders. In our project we have standard as well as advanced agents. For advanced agents the pyResolvedUserWorkGroup property remains blank as there is no queue concept. Please provide workaround for this requirement so that we can get consistent pyResolvedUserWorkGroup.
***Moderator Edit-Vidyaranjan: Updated SR details***
***Edited by Moderator Marissa to update platform capability tags****
Accepted Solution
Hi All,
FYI.
I have implemented below solution for my requirement.
When any work object is being resolved, Pega internally calls 'UpdateStatus' activity from 'Work-' class.
In that Resolve Activity is called which sets the pyResolvedUserID and pyResolvedUserWorkGroup fields in the work object.
Hence I added one property-set step in the UpdateStatus activity with when condition as pxRequestor.pyUserName starts with 'Agent' and pxRequestor.pyUserIdentifier='System'(optional) to make sure we set properties only in case when Agent is resolving the work object.
In such a case we are setting value of pxRequestor.pyUserIdentifier = pxRequestor.pyUserName so instead of showing pyResolvedIUserId as 'System' it can now show the name of the Agent which resolved the work object.
Thanks,
Ganesh
Hi Marissa,
I could not get help via support request as this is not possible with current agent architecture as per the engineers.
So for workaround I have one approach in mind as below.
1. Create activity to update pyResolvedUserID and pyResolvedUserWorkGroup on the pxRequestor page.
2. call that activity in the agent activity on top. So when agent resolves any order it will set values updated in the above activity.
Please let me know if I can take any other better approach as this is not an ideal solution I guess.
Thanks,
Ganesh
Accepted Solution
Hi All,
FYI.
I have implemented below solution for my requirement.
When any work object is being resolved, Pega internally calls 'UpdateStatus' activity from 'Work-' class.
In that Resolve Activity is called which sets the pyResolvedUserID and pyResolvedUserWorkGroup fields in the work object.
Hence I added one property-set step in the UpdateStatus activity with when condition as pxRequestor.pyUserName starts with 'Agent' and pxRequestor.pyUserIdentifier='System'(optional) to make sure we set properties only in case when Agent is resolving the work object.
In such a case we are setting value of pxRequestor.pyUserIdentifier = pxRequestor.pyUserName so instead of showing pyResolvedIUserId as 'System' it can now show the name of the Agent which resolved the work object.
Thanks,
Ganesh