Shouldn't all assignments of screenflow stay with current user once it is pulled from a Queue?
We have a requirement that case once created using Pega API, should get assigned to a Work basket Queue. Once user pull's the assignment it should stay in user's queue for all subsequent assignments within the screen flow. In our case once we pull the screenflow assignment it again goes back to queue after each step in screenflow. This is causing very inconvenience to the user. In our understanding once user pulls assignment, it is assigned to user only and all subsequent assignments should stay within same user. If this is not the case, what can we do to keep assingment of screenflow with same operator id who pulls the first assingment?
Note: the starter flow if a standardflow which has a screenflow within. The first assignment should preferebly be in screenflow for user to navigate back and forth to collect data.
Maantic
IN
@VipinK17 - Assignment in a screen flow will depend on whatever routing information has been provided in the start shape of the screen flow. In your case I think it is routed to workbasket in the start shape, hence even after user opens the case the assignment still remains in the workbasket. Only when the workitem reaches another assignment, routing information will change.
How are the users picking up the item from the workbasket? If they use Get Most Urgent functionality then case will get routed to the user's worklist since "MoveToWorklist" activity will be called. If they are cherry picking the case from the workbasket then the assignment will still remain in the workbasket.
Accenture LLP
US
@KALINGAROUTTo answer your question, users are picking user the pull routing i.e. Get next work/
You are right that when we use "Get Next Work" case gets routed to user's worklist.. However, as soon as the user works on it, the next assignment in the same screen-flow still routes to the workbasket configured in the start shape of the screenflow.
Is this the normal behavior?
what can we do to keep assingment of screenflow with same operator id who pulls the first assingment?
Pegasystems Inc.
US
@VipinK17 what version of the platform are you using? I believe this is a bug and it was addressed in 8.6. I suggest opening an SR as this is not expected behavior. Once a multi-step form assignment has commenced, it should stay with a single user. That is the primary use case for a multi-step form.
Accenture LLP
US
@MMichalski Hi Michael, we are using Pega 8.4. Is their a hotfix for this issue?
Accenture LLP
US
@MMichalski Thanks Michael. I have raised following Pega SR, hoping to resolve this either via local change or hotfix.
INC-180923: Screenflow routing back to WB after user pulled the first assignment
Pegasystems Inc.
IN
Param.SwitchToWorkbasket can be used here. Below is the config made at the start shape of screen flow to switch between workbasket/worklist.
1.Select RouteTo as Custom
2.Keep the Assignment type as Worklist here.
3.Router activity RouteTo is a custom activity here that accepts CheckAvailability and Workbasket as parameters.
Steps in the activity have conditions to see if that has to be moved to the worklist or workbasket.
Param.SwitchToWorkbasket = "true” and Param.AssignTo ="Workbasket passed as parameter for this activity(Param.Workbasket)"
Else, Param.IsWorkList="true" and Param.AssignTo = pxRequestor.pyUserIdentifier
Steps 3,4 are generic checking the availability and routing to an alternate operator if the user is not available. Sample screenshots are attached here.