Work assignement for Operator with multiple managers.
Hello,
I need to define a security/organization matrix as follow.
Case type A :
operator A belongs to a department for example : C1@CaseTypeA or C2@CaseTypeA or C3@CaseTypeA
Operator B belongs to department :F1@CaseTypeA or F2@CaseTypeA or F3@CaseTypeA
C1@CaseTypeA, C2@CaseTypeA,C3@CaseTypeA belong to a Function C
F1@CaseTypeA or F2@CaseTypeA or F3@CaseTypeA belong to Function F
When an operator submit a case first assignment should be sent to Department manager
Other requirement, when a manager is not available, he can delegate to his department or a manager in his function.
How to represent that in pega?
I was think of using the Orgunit to represent the Function and a workgroup to represent the department.
My main problem with this approach is that if operator have multiple workgroup for multiple case type how can I define workgroup that belong to my casetype and found the manager for the create operator ?
If I need to define a structure that allow users to have different manager depending on the application could you tell me if there is a better approach?
***Edited by Moderator Marissa to update platform capability tags****
Areantans
AU
you can define the manger in the workgroup lvl & if you open that operator in work tab you will find the When unavailable option there you can define the logic of unavailable time to whom case should route or not.
Pegasystems Inc.
If I clearly understand the problem here, looks like multiple units report to one single unit in the organization hierarchy.
Why not creating a Unit called as C and creating subunit (C1,C2,C3) which reports to Unit C.
In this way, you can form this hierarchy and apply the business rule for routing assignments.
But how would the user knows if his manager is not available for a certain time?
And if he knows as well then what can be done is providing a user option to select the operator to routing the assignment.
Because in some scenarios just using hierarchy structure may not be sufficient as in some cases both function and department manager may not be available.
In such a case, it's better to assign it to the default workbasket.