Posted: 16 Sep 2020 10:18 EDT Last activity: 30 Oct 2020 0:31 EDT
Route assignment to work queue, but direct current user to that assignment
I have a requirement that a duplicate case check occur while user is processing the case. We want the user to encounter the duplicate-check interface as a step in the current work flow, but we don't want to route this assignment to the current user. Reason for this is that if the user cancels (or abandons) from the duplicate check assignment, we want the case to remain in the work queue from which it was retrieved. If we route the assignment to the current user, in this scenario the case will no longer be found in the work queue, but in that user's work list. Thoughts?
Have you tried the "Back to back processing configuration" options on the Flow Action "Actions" tab? Try applying the following configuration to the Flow Action(s) that precede the Duplicate Check work queue assignment. Note that the Work Queue must belong to the current user's Work Group.
We are planning on using this option on the flow action for a similar requirement in our application, do you know if by enabling that option there may be a chance that Pega will pickup an available assignment on the work queue, but the assignment belongs to a different case?
e.g. The user is working on Case A, and Submits the current assignment (the flow action with the settings above is executed), but then Pega actually picks up the available assignment for Case B which has a higher urgency and was on the same work queue.
It reads to me that the intent is for whichever of the 'look for assignments in...' checkboxes you tick above, ticking the 'work queue' one will also look for work queue assignments that match the same criteria (different flows/same case; flows on parent case), so I don't think this will extend beyond the current case or its parent.
More likely for you though, it also suggests that selecting Get Next Work from the If an assignment is not being performed drop-down is more likely what you are after. Get Next Work's job is to find the next most relevant assignment for the Operator to perform - driven by assignment urgency - regardless of what case it applies to.