Routing case to the operator from the previous stage
What is the best way to route a case to the user who worked on it in a previous stage?
For example, an analyst steps through a stage. Upon completion the case is sent to a reviewer to be checked over. If the reviewer determines that the case is missing details, it needs to be routed back to the original analyst for amendments, then again returned to the reviewer.
Is there a way to capture the user at a given stage? I've been looking into the participants/roles settings and potentially extracting the info that way. Any suggestions would be greatly appreciated.
Pegasystems Inc.
US
Hi,
The information in the below post sounds like it might be helpful for your scenario.
https://collaborate.pega.com/question/route-back-case-same-operator
Hope this helps!
-Kurt
Sia Partners
US
Hi Kurt,
Thanks for your response, I did take a look at that post and it's very much in line with what I'm looking for. I'm just a little unclear what is meant by storing the "values of operators in a page"--is it just capturing the operator id at the start of the stage/when it's assigned?
Pegasystems Inc.
US
Hi,
That was my understanding from the post. Basically storing the desired operator ID value somewhere, such as in it's own page or property on the case, and then referencing it when you need to route it back to that operator.
Hope this helps!
-Kurt
Sia Partners
US
That makes sense! I'm going to try a combined approach between what you suggested (for the operator id) and the work party rules. Much thanks for your help.
Rellie
Sia Partners
US
I had to read up a little more on work parties and their functionality, but this seems like a solid way to route the cases. I might have to play around with it a little more to set up the correct roles. Thanks for the tip!
