Question
Pegasystems Inc.
IN
Last activity: 21 Sep 2024 3:17 EDT
Routing multiple cases to different users not committing the assignment causing same operator to have more than one assignment
I am creating multiple cases using create case smart shape and pagelist. Each case needs to be routed to different users. On using ToLeveledGroup or even custom routing, based on urgency and availability, it should route but because the cases are created using pagelist, the commit happens after all cases are created so PRPC commit is not triggered after first case routing is completed causing that operator to be available for assignment and the next one is not considered.
Eg. Case A, B and C are created and available operators for routing are OP1,OP2 and OP3.
Because PRPC created A,B and C using pagelist in create case smart shape, commit happens at the end. So as soon as A is created and assigned to OP1 it should ideally be committed to the assignment table so that for B it will consider OP2 or OP3 based on urgency but it is also considering OP1 causing routing logic to fail.
I tested by private editing AddAssign activity in Assign- class and checking the write now option in obj save and it works perfectly, but this activity is Final.
Is there any way to perform a commit to ensure after each case is created and routed, it is updated in the assignment table?
Updated: 21 Sep 2024 3:17 EDT
Bits in Glass
IN
@RITVIK MOHAPATRA you can check if there is any extension rule call so that you can commit using extension activity. If not, you need to replace activity to create cases replacing smart shape or saveas AddAssign activity to your application ruleset and change rule name and availability and refer this rule.
2nd approach is not suggested but still if you don't have any option you can do. Risk potential has to be checked with this approach.