Issue

On routing an assignment to an operator, the operator’s default workgroup is set in the assignment’s pxWorkGroup property. 
 

Symptoms and Impact

The assignment’s pxWorkGroup value is set to the operator’s default workgroup instead of their current workgroup. 
 

Steps to reproduce

1. Create an operator with multiple workgroups. 
2. Have the operator log in and switch workgroups. 
3. Route an assignment to the operator. 

Root Cause

This behavior is expected in the Pega Platform. 

Solution

An enhancement request has been raised requesting the addition of functionality to choose the active workgroup of a logged in operator when assignments are routed to that operator. However, this has not yet been assigned to a specific release. 

Currently, when routing assignments to an operator, customization is required to achieve functionality to use that operator’s current workgroup.  

One possible option is to implement a Declare trigger on Save of assignments that includes logic to update the pxWorkGroup value according to the application’s design requirements. 

References 

• Defining work routing settings for an operator
• Creating work groups