When an operator submit a case first assignment should be sent to Department manager
Other requirement, when a manager is not available, he can delegate to his department or a manager in his function.
How to represent that in pega?
I was think of using the Orgunit to represent the Function and a workgroup to represent the department.
My main problem with this approach is that if operator have multiple workgroup for multiple case type how can I define workgroup that belong to my casetype and found the manager for the create operator ?
If I need to define a structure that allow users to have different manager depending on the application could you tell me if there is a better approach?
***Edited by Moderator Marissa to update platform capability tags****
you can define the manger in the workgroup lvl & if you open that operator in work tab you will find the When unavailable option there you can define the logic of unavailable time to whom case should route or not.