Work Allocation
Hi Team,
I have a requirement- User belongs to 2 Teams: Team A and Team B.
During GetNextwork if user gets assignment which belongs to Team A and works on it.
And, as per routing logic when case is processed and is assigned to Team B, then on GetNextWork by the same user he should not be getting the assignment which belongs to Team B as he has already worked upon it.
Any suggestions, on how this can be achieved.
Pegasystems Inc.
GB
@AkkuH You can achieve this by customizing the GetNextWork functionality. You can propagate the operator details to the parent case when the operator works on a child case. Then, when the case is assigned to Team B and the operator clicks on GetNextWork, you can compare the operator details with the data on the parent case. If the operator has already worked on the case, you can filter out the case from the GetNextWork results.
One approach is to update the decision tree `GetNextWorkCriteria` to include a condition that checks if the assignment was previously worked on by the same user. You can build a when rule that determines whether the assignment was created by the user by checking the `pxCreateOperator` property value on the assignment page. If the when rule returns false, then the assignment can be worked on by the user. This way, the user will not get the assignment from Team B if they have already worked on it
⚠ This is a GenAI-powered tool. All generated answers require validation against the provided references.
Sibling Cases under a parent case should NOT be worked on by same Operator
Excluding certain assignments from GetNextWork (Customizing GetNextWork)
@AkkuH You can achieve this by customizing the GetNextWork functionality. You can propagate the operator details to the parent case when the operator works on a child case. Then, when the case is assigned to Team B and the operator clicks on GetNextWork, you can compare the operator details with the data on the parent case. If the operator has already worked on the case, you can filter out the case from the GetNextWork results.
One approach is to update the decision tree `GetNextWorkCriteria` to include a condition that checks if the assignment was previously worked on by the same user. You can build a when rule that determines whether the assignment was created by the user by checking the `pxCreateOperator` property value on the assignment page. If the when rule returns false, then the assignment can be worked on by the user. This way, the user will not get the assignment from Team B if they have already worked on it
⚠ This is a GenAI-powered tool. All generated answers require validation against the provided references.
Sibling Cases under a parent case should NOT be worked on by same Operator
Excluding certain assignments from GetNextWork (Customizing GetNextWork)
Automated and intelligent work assignment > Work items availability