Posted: 8 Oct 2015 5:06 EDT Last activity: 6 Apr 2018 19:26 EDT
How to Find the last operator who routed the task
I have a requirement where OperatorA logs in and submits a case then the case will be routed to a WB and OperatorB access this WB and picks this case. Now when OperatorB selects Approve this case should be resolved and if operatorB rejects it this case should be routed back to operatorA.
Here what I wanted to know is "how to find the operatorA so that when OperatorB rejects case, the case will be automatically routed back to OperatorA"
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pxUpdateOperator property of the pyWorkPage holds the operatorID of the last operator who updated the case. That can be used or else, pxRequestor.pxUserIdentifier will hold the current operator, this value can be read and saved in a property during first assignment and later used.
Posted: 5 years ago
Posted: 26 Oct 2015 12:56 EDT
Jaffer Sathick Mohideen Abdul Kather (jafferSathick)
Technically, what you asked can be handled by storing the Operator ID into a property before sending the case to the Approval Work basket.
So, When Operator B who gets the case from Approval work basket rejects the case, the case can be sent to Operator A's worklist by looking up that property.
However, I do not feel it is a good practise to implement this rejection routing in the manner you mentioned for an enterprise application. If Operator B rejects the case/assignment, then route the case to the Workbasket that Operator A or many other operators have access to. So, even if Operator A is not available, any other operator who have access to the Workbasket can work on this case by accessing 'Get next work'.
One more thing, this question is posted in wrong forum. This forum discuss topics with respect to upgrade.