Question

7
Replies
1932
Views
Chunzhi Hong (Chunzhi_Hong)
PEGA
Consulting Manager, Pega Consulting
Pegasystems Inc.
JP
Chunzhi_Hong Member since 2013 141 posts
PEGA
Posted: February 2, 2016
Last activity: February 9, 2016
Posted: 2 Feb 2016 3:44 EST
Last activity: 9 Feb 2016 20:41 EST
Closed

7.1.9 How to track (keep a history of) previously assigned operator id when an assignment is transferred.

We have a requirement to keep a history of previously assigned operator id whenever an assignment is transferred to someone else.

Below scenarios should be considered.

1. Assignment is re-routed to the substitute user by the system automatically, if original assignee is not available.

2. Assignment is transferred from previous assignee to another user by manager manually.

3. Assignment is transferred to another user by previous assignee manually.

4. Assignment is transferred / re-routed from one user to another user more than one times.

Challenges:

Audit log doesn't keep previously assigned operator id.

Most of the activities that deal with assignment transfer are final and seems no extension points are defined. (i.e. Work-.pxTransferAssignment, Work-.Reassign, Work-.AddWorkHistory)

Any ideas and stories of implementing similar requirements are appreciated.

Case Management Reporting Security
Moderation Team has archived post, This thread is closed to future replies. Content and links will no longer be updated. If you have the same/similar Question, please write a new Question.