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?
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?
Posted: 3 years ago
Updated: 3 years ago
Posted: 12 Feb 2020 7:46 EST Updated: 14 Feb 2020 10:32 EST
Marcel Voss (MVoss)
Sopra Steria AG
Sopra Steria AG