Question
Virtusa
LK
Last activity: 8 Mar 2017 11:01 EST
Routing to same user who perform the case
I have a stage call underwriter and senior underwriter. U1,U2 are underwriter operators and S1,S2 are senior underwriter operators. Underwriter operators have only worklist and senior underwriter operators have a single workbasket where all senior underwriter choose from that work basket. When U1 create the case and route it to work basket and if S1 choose it and work on it, if S1 reject it it should go to the same underwriter who created it. How can I track the operator who perform the task?
Pegasystems Inc.
IN
Hi Sameer,
After U1 creates a case and routes it to WB, if in case S1 picks it from WB and rejects it, you can probably configure a post activity(call reassign) in reject flow action, to reassign back to the same operator, who routed it.
You can identify the operator, who routed it to WB, by looking up the property pxUpdateProperty on the pyWorkPage, or by storing/maintainig the operatorID who has sent , in a property, before sending the case to the WB
Virtusa
LK
What if I S1 select a case from workbasket and reject it and it goes to the operator who router it to the basket correctly and then Operator validate the details and resend it. When re sending it to the basket that case should be handle by the same person who took the case initially and rejected that is S1.
Accepted Solution
Pegasystems Inc.
IN
Hi Sameer,
Probably you can utilize the same logic to reassign back to the same operator who rejected it. But once the case has been assigned to U1 to perform some edits, you can enable a separate link (such as reSend) and disable the already existing submit/send ,and use the same logic as above.
But ideally I feel this is not a recommended way, to reassign back to the same operator instead of WB. Because in his absense some other operator must be able access the WO from the WB and should be able to approve it.
Virtusa
LK
Thank you