Updating assignment urgency when work urgency changed
Hi all,
I understand that Pega is taking the work urgency as a basis for calculating the assignment urgency. So whenever an assignment is created or updated, the work urgency (.pxUrgencyWork Work-) gets copied to the assignment (.pxUrgencyWork Assign-), which will trigger the declare expression to calculate the assignment urgency (.pxUrgencyAssign).
What I now not understand is that there is no automatic update of the assignment urgency whenever the work urgency changes.
For instance, when a case level SLA is increasing the work urgency, why is then not automatically the assignment urgency being increased? Is there any reason you can think of?
We are working with Pega 7.1.9. Is this maybe working in later Pega versions?
Thanks for any hint in the right direction :)
Best, Marcel
Accepted Solution
Updated: 14 Feb 2020 10:32 EST
Sopra Steria AG
CH
I found the solution myself:
We have implemented an Declare OnChange watching .pxUrgencyWork. When this is changing, we call Pega's OOTB activity "resynchAssignmentUrgency".
Working perfectly and should be in my opinion completely Pega OOTB.
Pegasystems Inc.
US
This is due to a misunderstanding of the purpose of .pxUrgencyWork.
First, standard Pega Platform properties are indicated with one of three prefixes.
- .px - read-only property; can be set only once per case
- .py - editable property; can be updated once initially set
- .pz - reserved for system properties; out-of-scope for this issue
So, the fact that you're referring to .pxUrgencyWork indicates that this is a property that is set once for a case, and never updates again for that case.
.pxUrgencyWork is used to establish a baseline importance for any assignment of a specific type of work. Consider an application with three case types.
- Address change
- Lost/missing card
- Transaction dispute
You can set .pxUrgencyWork independently for each type of case, to identify which type of case should be prioritized over the others for example:
This is due to a misunderstanding of the purpose of .pxUrgencyWork.
First, standard Pega Platform properties are indicated with one of three prefixes.
- .px - read-only property; can be set only once per case
- .py - editable property; can be updated once initially set
- .pz - reserved for system properties; out-of-scope for this issue
So, the fact that you're referring to .pxUrgencyWork indicates that this is a property that is set once for a case, and never updates again for that case.
.pxUrgencyWork is used to establish a baseline importance for any assignment of a specific type of work. Consider an application with three case types.
- Address change
- Lost/missing card
- Transaction dispute
You can set .pxUrgencyWork independently for each type of case, to identify which type of case should be prioritized over the others for example:
- Address change: .pxUrgencyWork=10.
- Lost/missing card: .pxUrgencyWork=20.
- Transaction dispute: .pxUrgencyWork=40.
This way, a review for any cases of these types will automatically be prioritized due to the case type, even if you're using a standard SLA for approvals.
When the SLA on the case type updates the urgency, it doesn't update .pxUrgencyWork, because it can't. As a result, you won't see the starting urgency on assignments increase as a case ages.
Sopra Steria AG
CH
Hi, thanks for your response...
First let me give you some infos to the requirement we have. It differs from the initial example I gave with a SLA.
Requirement and our approach:
Depending on the case type, the case gets a different urgency (like you also wrote in your example). For this we use pxUrgencyWorkClass in pyDefault of the respective class.
Now in this case it might be that we identify a premium client. This would impact all assignments on this case. If you see the declare expression on pxUrgencyWork you find pyUrgencyWorkAdjust. So we use pyUrgencyWorkAdjust to trigger a recalculation of pxUrgencyWork. For the next assignment, the updated case urgency is again taken as the baseline for the assignment urgency (see also declare expression on pxUrgencyAssign), but the current assignments don't get updated.
So if Pega copies the case urgency to the assignment and takes this then as the base to calculate the assignment urgency, why is only done once?
Accepted Solution
Updated: 14 Feb 2020 10:32 EST
Sopra Steria AG
CH
I found the solution myself:
We have implemented an Declare OnChange watching .pxUrgencyWork. When this is changing, we call Pega's OOTB activity "resynchAssignmentUrgency".
Working perfectly and should be in my opinion completely Pega OOTB.
Pegasystems Inc.
US
Hey @MVoss !
Thanks for sharing your solution! I have marked it as such.
If you believe that this feature should be OOTB with Pega, please consider Sharing an Idea to allow others to vote and the Moderation Team will submit this on your behalf.
Thanks!
Marissa | Senior Moderator | Pega Collaboration Center
Sopra Steria AG
CH
Thanks for this hint, I have shared the idea:
https://collaborate.pega.com/idea/updating-assignment-urgency-when-work-urgency-changed