Our requirement is to fetch only the selected case type (Objective) work item upon clicking Get Next Work. Because the case type dropdowns are configured using list view Promoted Filters, there is no way to pass that selection to the Get Next Work logic.
We need recommendations from the expert circle to achieve this business need.
If the requirement is to fetch only Objective cases through GetNextWork, then increase the urgency slightly higher than other case types or default the urgency to 20 or higher for Objective Case type. This will ensure to pull all Objective cases first before it pulls over any other case types.
I think the reason for your question, and I am making an assumption here: what you are expecting is a contextual element to Get Next Work? E.g. If I click Get Next Work on page X or widget Y I get a different set of cases?
If that is the case, Get Next Work is not designed that way, as @RameshSangili’s answer highlights, its about giving you the most urgent piece of work in the pool of work you have access too. There might be a way to figure out context but it isn’t in the configurations available to us.
IMO it would take some heavy changes to the extension points to figure it out and even then in a stateless architecture might not be 100% achievable. If you do figure it out, would make a great Constellation 101 to share with the community.
@LoganRam I’ve changed this post from KnowledgeShare (User Experience Knowledge Share type) to a Conversation (User Experience type) given this is a question rather than sharing your knowledge.
Subtle difference but it will allow you to mark a replay as a solution to help others find the right answer in the future (and give some bonus points to the correct answer for our Leaderboard)
Thank you for your suggestion. There is already an existing business logic implemented to use the urgency and get next work. The primary use case here is user has access to multiple type of cases, based on user choice he need to get any specific case type alone via the GetNextWork.
This defeats the purpose of using GetNextWork if the selection is driven by a user choosing specific case types. GetNextWork is intended to evaluate all available assignments and return the most urgent case from the user’s worklist or workbasket. If the requirement is to let users choose which case types to work on, I would recommend using Landing Pages with promoted filters, and then sorting the results by urgency and creation date/time.
