Route assignment to work queue, but direct current user to that assignment

General
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1

I have a requirement that a duplicate case check occur while user is processing the case. We want the user to encounter the duplicate-check interface as a step in the current work flow, but we don’t want to route this assignment to the current user. Reason for this is that if the user cancels (or abandons) from the duplicate check assignment, we want the case to remain in the work queue from which it was retrieved. If we route the assignment to the current user, in this scenario the case will no longer be found in the work queue, but in that user’s work list. Thoughts?

Thanks in advance,

Grant T.

2

Hi Grantpant,

Could you provide clarification on below points so that we can solve it.

E.g say User1 had created a case E-1 with some data.

Later User2 have created a case E-2 with same data so User

  1. User2 has to see duplicate Screen with case that match duplicate Criteria (Here duplicate is E-1).

  2. Say case got route to Some XXX work queue. User2 has to wait in duplicate screen until some one takes action on case E-2 in work queue ?.

  3. Once some one take action on Case in Work queue E-2 then User2 has to Next assignment in flow ?

3

@grantpant

Have you tried the “Back to back processing configuration” options on the Flow Action “Actions” tab? Try applying the following configuration to the Flow Action(s) that precede the Duplicate Check work queue assignment. Note that the Work Queue must belong to the current user’s Work Group.

Back to Back Processing configuration on a Flow Action.png
Back to Back Processing configuration on a Flow Action.png895×219 18.2 KB

4

Hi @BraamCLSA ,

We are planning on using this option on the flow action for a similar requirement in our application, do you know if by enabling that option there may be a chance that Pega will pickup an available assignment on the work queue, but the assignment belongs to a different case?

e.g. The user is working on Case A, and Submits the current assignment (the flow action with the settings above is executed), but then Pega actually picks up the available assignment for Case B which has a higher urgency and was on the same work queue.

I hope I explained the scenario clear enough.

Thanks,

5

Hi @RicardoR5580 ,

It reads to me that the intent is for whichever of the ‘look for assignments in…’ checkboxes you tick above, ticking the ‘work queue’ one will also look for work queue assignments that match the same criteria (different flows/same case; flows on parent case), so I don’t think this will extend beyond the current case or its parent.

Here is the Developer Help topic on the Action tab of the Flow Action ruleform.

I also suggest you read this Community article describing the back-to-back processing configuration. It suggests there is a Decision Tree - Assign-Workbasket.PerformCriteria - which you might be able to specialize to achieve a more customized outcome.

More likely for you though, it also suggests that selecting Get Next Work from the If an assignment is not being performed drop-down is more likely what you are after. Get Next Work’s job is to find the next most relevant assignment for the Operator to perform - driven by assignment urgency - regardless of what case it applies to.

Each Operator to whom this should apply needs to have the “Use all work queue assignments in user’s team” checkbox ticked on their Operator record. See the Developer Help for Fields for operator teams, work queues and schedules.

Please loop back with how you go.

6

@BraamCLSA Sorry for the late reply.

We went with the options as displayed in the screenshot you shared before. We have not seen any issues so far.

Thank you for your reply and insight on this, I appreciate it.

Regards,

7

Hi @RicardoR5580!

Based on your above reply I have marked @BraamCLSA reply as the solution!

Thank you!