As part of the worgroup rule configuration, we are giving the default workbasket. As part of the workbasket rule configuration, we will give the work group rule. We configure the work group in the operator ruleform.
There could be a chance that multiple work baskets also configure the same workgroup rule. So that the operator can access the workbaskets that come under this workgroup.
My question is if multiple work baskets can be configured to the work group, what is the use of the default work basket that was configured in the workgroup?
***Edited by Moderator: Pooja Gadige to add capability tag***
Hi @P.Siva.Praveen: You can have multiple work baskets assigned for a work group. But it is mandatory that each work group should have at least one work basket where your assignments can be routed to. This help to enforce it. Another main usage of this is when performing routing. "ToDefaultWorkbasket" is one of the router which makes use of this.
Posted: 1 year ago
Posted: 22 Sep 2022 5:17 EDT
Siva Naga Syam Kumar Perisetti (Siva Naga Syam Kumar)
Associate Tech Lead
Workgroup belongs to an organization where as the work basket belongs to a unit in the organization. Every Work basket has a work group and every operator has a default work group and can be authorized manager of many workgroups within the organization .
Ex. Operator's default work group is WG1 , and there are three workbaskets WB1,WB2,WB3 mapped to the operator's profile . The workgroup of workbaskets WB1,WB2 is WG1 which is default work group and WB3 is WG2 respectively .
The operator can receive assignments from all the workbaskets using get next work , but the default work basket lists which is displayed is based on the active work group . If the active workgroup is WG1 you will see WB1,WB2 and the default workbasket of the workgroup and if the active workgroup is WG2 you will see WB3 and the default workbasket of the workgroup.