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Question

 Monica Nicola (MonicaN9)
Nicola

Nicola
MonicaN9 Member since 2017 5 posts
Nicola
Posted: Oct 2, 2017
Last activity: Jul 19, 2018
Posted: 2 Oct 2017 13:54 EDT
Last activity: 19 Jul 2018 15:18 EDT
Closed

Managing Assignments in Pega KM

We are using Pega Knowledge 7.22. We want to know how to re-assign Knowledge Content cases (KC-###) to new operators or back to workbaskets in the event of an operator moving to another group or being on vacation (or some other event).

There does not seem to be an easy way to do this in the Knowledge Portal. What is the recommended way to reassign unassign work in KM?

***Edited by Moderator Marissa to update platform capability tags***

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Pega Knowledge
Case Management

Posted: 7 years ago
Posted: 5 Oct 2017 5:34 EDT
Madhuri Arugula (arugm)
PEGA
Principal Cloud Development Engineer, Platform Deployments
Pegasystems Inc.
IN

Hi Monica,

We do have an option to include a substitute operator in the absence of current operator in "Availability" section from "Work" tab of operator record. 

Please refer to the below help document.

https://community.pega.com/sites/default/files/help_v73/procomhelpmain.htm

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