Implementing Get-Next-Work in SD AA with the claim/dispute relationship

Pega-as-a-Service
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1

The context is as follows with the client:

  • Their dispute team works on a few case types including the SD dispute case type
  • We’ve created a configurable GNW page for the managers to assign which queue under which case type each user should be given, along with the priority for each etc.
  • When a user clicks on the GNW button, they should be given the cases under a particular work queue, based on the priority set by the manager. Once they exhaust the number of cases they were assigned in one work queue, they will move on to the next, on the click of G NW
  • This works for the other case types as GNW is based on the assignment (under each queue) and these case types typically only have one assignment open at a given t ime
  • The issue is that when it comes to the SD case type, the overarching requirement is that one user should work on one claim and all its disputes from end to end, regardless of whether they take a break or need time for investigation (unless reassigned by a mana ger)
    • If we configure GNW to assign individual assignments (like the other case types), this wouldn’t work as one person should work on one full claim
  • The caveat for the SD cases, however is that some assignments under the claim/dispute should not be picked up for GNW such as API error assignments, write off approvals for managers/users outside their access group etc.
2

Have you considered an approach where you route the claim via GNW rather than the dispute? I think that should address your issue.

General Functional Arch:

  1. Route claims to a work basket that GNW draws from
  2. Route Disputes to a work basket that users have “access” to but GNW does not draw from.
  3. User presses GNW and is routed a claim. The user sees all the sub cases and cannot advance the claim until all sub-cases (disputes) have been resolved.

I’m not an SD expert, so can’t say for sure this approach is appropriate, but it’s what came to mind as a potentially simple solution!