Posted: 26 Oct 2020 16:24 EDT Last activity: 27 Oct 2020 8:13 EDT
Urgent: need assistance with issues around routing work to work groups and queues
We are having a lot of issues with assigning operators to multiple work groups and queues and getting work routed and displaying appropriately for all operators. We are currently trying to create multiple work queues and fill them with assigned work, then pass these queues to the right operators. Additionally, we need to display the assignments either as queues or a list via a mashup; we were wondering if there is an OOTB activity/harness to get all the queues that are associated with a specific operator. Operators are also having issues selecting the appropriate work because we are using a mashup to display their worklists.
This issue is severely impeding our Pega development currently. We have tried finding other answers on Pega Community/Collaboration Center; none of those we found have worked so far. Could someone please assist us with this?
***Edited by Moderator: Pooja to add platform capability tag***
Please correct my understanding if needed: You are creating multiple work queues(aka workbaskets). The work is routed to these various workbaskets. Now you want to assign these workbaskets to the operators. And you want them to view the work items in the queues mentioned in their profile and work in them.
What I couldn’t understand is why you need mashup to display the list of items to the user?
I think the default case manger portal has options to display work objects in users work queues. If not you can create section, use a drop down there to display the work queues in the operators profile. Pass the selected workqueue to a report or data page on Assign-WorkBasket to fetch list of available assignments.
You may also explore the getnextwork function here