I want to get the assignments first in work queue not from worklist

General
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1

Hi Team

I want to get the assignments first in work queue not from worklist.

2

@Satya K

You can check the check box (Get from work queues first) which is available in operator rule form under the work tab. please find the below attachment for your reference.

Get from work queues first.png
Get from work queues first.png843×313 13.7 KB

If not, can you elaborate your query.

3

Hi @Satya K,

Get from work queues first### Location:

  • Records → Security → Operator ID → [Your Operator] → Work tab

Behavior:

  • When checked, Pega attempts to retrieve assignments from work queues (shared workbaskets) before checking the individual operator’s worklist.
  • When unchecked, Pega checks the operator’s worklist first, then checks assigned work queues.

:counterclockwise_arrows_button: Behind the Scenes

This setting is internally read by the pxGetNextWork activity (or other routing logic), which decides the source (worklist or workbasket) order based on it.

This means:

  • You don’t need a custom activity if this standard behavior suits your requirement.
  • Simply check that box on the operator’s profile, and Pega will try work queues first when fetching next work.

:test_tube: How to Use It

  1. Go to Operator ID record.
  2. Under Work tab, locate the Get from work queues first checkbox.
  3. Check the box.
  4. Save the Operator record.
  5. Log in as that operator.
  6. Click Get Next Work from the portal.

:white_check_mark: The system will now attempt to get assignments from Work Queues first, and only go to the Worklist if no work queue assignment is available.

To trigger the Get Next Work algorithm to retrieve Assignments from the Work Queues of the user first, select the Get from Work Queues first checkbox.

Otherwise, Get Next Work picks up the top Assignment on the user Worklist, and accesses Work Queues only if this user’s Worklist is empty.

For example:

If a user is a member of the Team A to review mortgage requests, the Next Get Work algorithm suggests Assignments that the application routes to the Team A Work Queue first and then moves to the Assignments from the user’s individual Worklist.

For your reference

Defining work routing settings for an operator

If you want this for Customer Decision Hub

In Pega Customer Decision Hub (CDH), assignment handling—especially for Get Next Work (GNW)—is different from standard case management. CDH heavily relies on Next-Best-Action (NBA) strategies rather than worklist/work queue assignments.

:white_check_mark: Understanding “Get from Work Queue First” in CDH

In CDH, you’re not dealing with traditional assignments and work queues in the same sense. Instead, CDH uses:

  • Real-time containers

  • Decision Strategies

  • NBA flows

  • Channel treatments (email, outbound, paid media, etc.)

Thanks

Raja