Route back Case to the same Operator
Hello, I'm Anabella
I want to ask about routing some case. There's a case named SPAJ, one of operator in input team create new case e.g. N-1234. Once the input team enters existing data into the case and then the case is continued to the verification team to check whether the related data is complete and appropriate. Then there is a condition when the data entered by the input team turns out to be incomplete and inappropriate, then the case is returned to the input team to be corrected. If like this, how do we return the case from the verification team to the input team according to the operator who made the case for the input first? then when the related data has been re-inputted, how do we return the case to the verification operator which at that time returns to the relevant input operator?
Below I attach the following image as an example.
Thank You
Accepted Solution
Accenture
SG
You can store values of operators in a page and use "Reassign" activity for routing back and forth.
Pegasystems Inc.
IN
Not sure if I understand the requirement clearly. I am assuming initially Input team assignment was routed to work basket/queue and during reassignment you want to send it to operator.
You can store the operator from input team as a work party.
For routing
- You can either use custom routing activity to route to Operator or Work basket based on parameter
- OR you can use decision shape and have two assignments with different routing options
Pegasystems Inc.
US
Coforge DPA
GB
Hi
You can try adding the Inputter and Verifier as Work Parties on the case and then you can route the case based on Work party.
If I understood correctly, then it should work.
Regards
Bhavya
EvonSys India Pvt Ltd
AU
Follow steps as below
1. Add workparty every time when performing an assignment(Verification and input operator)
2. reassign back to input operator by using workparty (Reassign,pxTransferAssignment ootb activity)