Worklist and workbasket
I have implemented projects with workbaskets but not worklist.I have a requirement with my client which states that , the Operations users have to be allocated with tasks according to a lot of conditions like priority of the task , complexity of the task , timezone of the user , seniority of the user and skills of the user.They do not want to allocate task to individual teams (workbaskets) .So i took a call of using worklist routing which would be appropriate for such a requirment.But , they still want to see the tasks assigned to their team.(Eg : Team leader and manager has to to able to do see the tasks assigned to their own teams.My question is , how do i implement this? If it was workbasket routing i would have written a RD on Assign-Workbasket to select pyID's where pyworkbasket = 'TEAM NAME'.
But how do i implement this when i use a worklist?? How to identify the teams to which the users belong to , as i will be directly assigning to users.
Accepted Solution
Incessant Technologies
IN
Pegasystems Inc.
US
Hi Harish,
In Pega 7.2 I see some team configurations that may be useful for you.
https://community.pega.com/sites/default/files/help_v721/procomhelpmain.htm management/case-manager-portal/cm-team-management-con.htm
Carissa
Euroclear
BE
Hi Carissa ,
The link is not available , could you please post the right now.
Thanks,
Harish
Pegasystems Inc.
IN
Euroclear
BE
Can we report using workgroup instead of workbasket? is it possible to maintain different work groups for a logical team?
EPAM Systems, Inc.
ES
Hi Harish,
Use "WorkBasket" or Pull based routing.
1. Create a "WorkBasket" and add members to this group
2. Configure additional priority of the task such as complexity of the task, timezone of the user, seniority of the user and skills of the user on the Routing.
3, Under "Assignment Properties" -> "Assignment"->"Router" and select "ToLeveledGroup".
ToLeveledGroup-The system choosing an operator randomly, operators are sorted by workload and desired skills.
3. Set skill-set and time-zone for the user.
Regarding viewing the team-member list:-
The case manager portal, typically for work group managers and other managers, shows a list of operators in their work group, on the right side of the dashboard.
Kindly let me know, if it helped.
Accepted Solution
Incessant Technologies
IN
Hi Harish,
I got the same requirement like this in my previous prjt. So I have done the following way.
Create on Report-Definition on Data-Admin-OperatorID table, Join the classes with Assign-WorkBasket and Assign-Worklist. So you can filter out the conditions with pyReportsto property and workgroup properties. Generally each operator reports to their manager and holds in pyReports to property. So you can fetch the records using pyAssignedOperator in Worklist, and pyReportsto and other properties. Then you can see the results of the operators under particular Manager and Workgroup.
Hope it will helps.
Euroclear
BE
Hi Manoj ,
Thanks for your response.How did you have rows in both Assign-worklist and Assign-workbaset? I mean , if i route to only worklist then i would not have rows in Assign-workbasket right? How did you handle routing in-oder to get the rows in both assign-worklist and workbasket.
Vejars Technologies Inc
US
I have one question please help
What is the purpose of configuring the organization structure in workbaskets? Where is that configuration utilized?Thanks
Pegasystems
US
>>> What is the purpose of configuring the organization structure in workbaskets? Where is that configuration utilized?
I don't know, but here is how to start finding out:
0) Choose "actions > view xml" to get the pxobjclass (I already did this, it's data-admin-workbasket)
1) Set one of those or structure values to something obscure.
2) Choose "actions > view xml" and search for the obscure value so you can find the name of the property it is stored in.
3) Open the ruleform for that property and choose "actions > rule referencing" and look over the referencing rules for ones whose applies-to class is the clas obtained in step 0 (which for your situation is data-admin-workbasket)
/Eric
Hi Harish,
I got the same requirement like this in my previous prjt. So I have done the following way.
Create on Report-Definition on Data-Admin-OperatorID table, Join the classes with Assign-WorkBasket and Assign-Worklist. So you can filter out the conditions with pyReportsto property and workgroup properties. Generally each operator reports to their manager and holds in pyReports to property. So you can fetch the records using pyAssignedOperator in Worklist, and pyReportsto and other properties. Then you can see the results of the operators under particular Manager and Workgroup.
Hope it will helps.