Posted: 4 Mar 2020 3:14 EST Last activity: 13 May 2020 14:27 EDT
Updating assignment urgency when work urgency changed
I understand that Pega is taking the work urgency as a basis for calculating the assignment urgency. So whenever an assignment is created or updated, the work urgency (.pxUrgencyWork Work-) gets copied to the assignment (.pxUrgencyWork Assign-), which will trigger the declare expression to calculate the assignment urgency (.pxUrgencyAssign).
What I now not understand is that there is no automatic update of the assignment urgency whenever the work urgency changes.
For instance, when a case level SLA is increasing the work urgency, why is then not automatically the assignment urgency being increased?
We used the following approach to assure this:
We have implemented an Declare OnChange watching .pxUrgencyWork. When this is changing, we call Pega's OOTB activity "resynchAssignmentUrgency".
Working perfectly and should be in my opinion completely Pega OOTB.
Thank you for sharing your idea here in the Pega Collaboration Center (PCC)!
I have submitted this idea on your behalf in our internal system for feature enhancements and updated your post with the associated FDBK-ID. Please reach out to your Account Executive for more information and status updates.
Thanks and keep the ideas coming!
Marissa | Senior Moderator | Pega Collaboration Center