In Pega, we have a “Reassign Task” dropdown. At the case level, the dropdown is configured to display only BB and BB Supervisor operators once the case reaches the “Intra Call” stage. Prior to the Intro Call stage, the dropdown displays all eligible operators.
We also have a Bulk Action implemented on the dashboard in Constellation. The expectation is that the Reassign Task dropdown in the bulk action should follow the same behavior and display only BB and BB Supervisor operators for cases that are in or beyond the Intro Call stage.
However, the current filtering logic is driven by a When condition, which relies on case context. During bulk actions, this context is not available, causing the dropdown to display all operators instead of the expected filtered list.
We are looking for a way to access the Bulk Action context, such as the selected cases or their stage information, so that the operator list can be filtered appropriately and remain consistent with the case-level behavior.
I don’t believe stage-based filtering is a good fit for a Bulk Action. Bulk Actions operate on multiple cases simultaneously, and those cases can be in different stages of their lifecycle. In that scenario, the system would need to determine which stage should drive the operator filtering logic when the selected cases span multiple stages.
At the case level, using the current case context to filter the assignment list makes sense because the stage is known. However, during a Bulk Action there is no single case context, which is why the existing When condition cannot reliably determine the appropriate list of operators.
Then what could be the best approach you suggest to fulfill this requirement. There is no stage context for bulk actions. But the thing is we are using the same drop-down for other property so this is getting override if I make otherwise condition in source for bulk actions to display expected source
I could not find any separate source or context specific to Bulk Actions. The same dropdown source is being used for other properties as well. Because of this, if I add an “otherwise” condition to handle Bulk Actions, it overrides the values required for the other properties.
@AthukuruK I would make a separate list/insight for cases in that specific stage, and I would also create a separate transfer assignment action on the case and present that as the specific bulk action for that list. Then you can make the dropdown specific for that filtered subset of operators.