Question

3
Replies
208
Views
 Srikanth Yadav Angu (SrikanthYadavA2387)
Virtusa

Virtusa
IN
SrikanthYadavA2387 Member since 2017 1 post
Virtusa
Posted: April 22, 2020
Last activity: April 23, 2020
Posted: 22 Apr 2020 4:17 EDT
Last activity: 23 Apr 2020 8:08 EDT
Closed

Multiple workgroup for the same operator

Hi,

 

I have a requirement to route the system created cases to operator worklist based on operator workgroup. If we add multiple workgroups in the operator profile. is it possible to assign to a secondary workgroup in operator profile.

 

What is the use of multiple workgroups in operator profile for push routing or pull routing.

 

Thanks,

Srikanth.

Pega Customer Service for Financial Services 8.2 Case Management Financial Services Senior System Architect
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.
Posted: 1 year ago
Posted: 22 Apr 2020 6:47 EDT
Pooja Mithari (Pooja15295)
Cognizant
Associate Projects
Cognizant
IN

Hi Shrikanth ,

You can add multiple workgroups to the operator but at a time only one will be active.

List will be available on clipboard System Pages->OperatorID->pyWorkGroupList

In routing logic,you can do use of pyWorkGroupList to assign work .

Thanks.

Check following screenshot

 

WorkGroups
Posted: 1 year ago
Posted: 22 Apr 2020 6:49 EDT
Pooja Mithari (Pooja15295)
Cognizant
Associate Projects
Cognizant
IN

Push Routing to a specific operator, for example: approval should be done by a manager.

 Pull Routing to a workbasket, operators get the assignment by clicking "Get Next Work" button, which implements assignment/operator mapping algorithm based on the factors like work urgency, required skills etc.
Posted: 1 year ago
Posted: 23 Apr 2020 8:08 EDT
Srikanth Yadav Angu (SrikanthYadavA2387)
Virtusa

Virtusa
IN

Hi Pooja,

 

I am using function @pickAvailableFromWorkGroup(param.workgroup, Primary, newAssignPage, tools) to route the work object to User worklist. It is considering the default workgroup all the time. Is there any way to use all the workgroups listed in user profile for push routing.

Is there way to check all the workgroups while push routing other than iterating over the list.

 

Thanks,

Srikanth.