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.
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Thanks and keep the ideas coming!
Marissa | Senior Moderator | Pega Collaboration Center