We have a customer requirement to associate multiple workgroups with a workbasket. It seems that Pega does not allow this. Only one workgroup can be assigned to any workbasket.
My understanding is that a workaround to this is that individual operators can be assigned to whatever workbasket is required, but this seems like a tedious solution, especially if there are many workbasket/workgroup dependencies.
So, is there any recommended solution for a requirement that multiple workgroups have access to a workbasket?
Say two workgroups WG1 and WG2. The workbasket is WB1. I'm assuming you use Pega 7.
we have to talk about two things. Workbasket display and workbasket access. Configuration in Pega has to be done differently for these two needs.
1. workbasket list display in user portal
Maintain your WG <-> WB mapping in a table.
OOTB uses a data page to display workbasket list that belong to the user's workgroup. To show WB1 for WG1 and WG2, create a new data page that queries the above table for the desired workbaskets. Use this data page in the portal instead of OOTB data page.
2. Workbasket access to user.
Access to workbaskets is not based on work group. So let me assume users from WG1 have their access group as AG1, and WG2 have AG2.
approach 1: To give AG1 and AG2 users access to WB1, create a role <<WB1Access>> and add this role to AG1, AG2 and the workbasket rule WB1.
approach 2: If approach1 is not easy to maintain in your case because you have lot of WBs, then you may go with this approach.
Maintain accessrole -> WB mapping in a table.
customize the Assign-Workbasket.canPerform access when rule. Add logic such that it returns true if the current user role has a mapping entry in that table for a given workbasket.