Workbaskets in a Work Group
The WorkGroup lesson says "Because each unit has its own default workbasket, the work group contains both workbaskets. " and in the next paragraph it says "A work group contains one workbasket."
The visual image also shows three workbaskets... Is this a typo?
what does this mean??
?
Elastic
DE
it is one workbasket per org unit. if a workgroup spans two units (like onboarding spans training and hr), the workgroup would have two workbaskets.
I think we should add "at least" in the sentence "A work group contains [at least] one workbasket" to avoid confusion.
Pegasystems Inc.
IN
Hi, I have the same doubt on the Work Groups. The course explains that a Work Group can have more than one Work Queue or Workbasket, but in the Work Queue rule I can only see one "Default Work Queue". How can I add more Work Queues to a single Work Group.
Also, I see that we can add multiple Work Queues in an Operator record directly, in that case why do we need to configure a Work Group for the Cross-functioning of the operator when it can be done on the Operator record directly.
Pegasystems Inc.
US
This content has been updated on Pega Academy to accurately reflect the work queue and work group functionality
Pegasystems Inc.
US
An organizational unit does not have an association with a workbasket (referred to now as work queues). Furthermore a workgroup only has one workbasket (work queue).
The operator record is where you can associate more than one work group and access to more than one workbasket (work queue) allowing an individual to work cross functionally as needed.
I apologize for the confusion. We will add this correction as a backlog item to correct the course content. Thank you for surfacing this.
Holger
Cognizant
IN
Hi Zwich,
Which would take precedence in picking up WorkQueue, would it be Operator or Workgroup?
If it depends on different configuration. Can you please help with types of configuration?
Thanks,
Chintan Shah
Pegasystems Inc.
US
It does depend both on the configuration and the user interface of the user portal. You could design your user portal to show all worklist assignments in one gadget and work queue assignments in another gadget effectively letting the user decide which one to work on first. You could instead design your user interface so that only one gadget is shown with both worklist and work queue items being sorted according to priority (worklist or work queue). Another implementation option is to have a Get next work button so that only one assignment is pulled at a time in order of urgency and is configurable on the operator record. See screen shot. In summary, you get to decide which one takes priority and how they are presented to the user.