Modify the GMU logic for one of the process in my application
Hi Everybody,
Please find the below requirement and help me to finish this change request.
Change in GMU logic,(Business Rule: Oldest Request Creation Date and time will be the criteria for GMUing the request. Urgency will NOT be considered for GMU.)
1) No change in existing urgency calculation. Urgency will not be criteria for GMU.
2) Multiple Skill Scenario:If Agent is having one more skill along with Bill payments process (is one of process in my application), then following criteria will be used for GMU
a. Check the User skills
b. Check the urgency of the requests. Requests with highest urgency will be pulled.Note: The Bill Payments WO's will be assumed to have urgency as 99 for GMU purpose regardless of their actual urgency.
c. Request with Oldest Creation date and time will be picked first.
Please suggest me how to proceed to do the above requirement.
Thanks& Regards,
Ramakrishna
Message was edited by: Vidyaranjan Av | Included category
Accepted Solution
Pegasystems Inc.
IN
Hi Ramakrishna,
For
=>Change in GMU logic,(Business Rule: Oldest Request Creation Date and time will be the criteria for GMUing the request. Urgency will NOT be considered for GMU.)
If you modify the GetNextWork list view and changed the sorting criteria from pxUrgencyAssign to pxCreateDateTime, it will get sorted based on creation date.
=>The other criteria could be configured in GetNextWorkCriteria Decision tree.
Have you tried these? Are you looking for anything specific?
Rgds
Sunil
HCL Technologies Ltd
IN
Hi Sunil,
As I am on vacation I didn't get a chance to give reply to your response. As suggested I had done the changes and it's working good. Thank you very much.
Thanks,
Ramakrishna