How Get Next Work works?

When users click on “Next Assignment” in Case Worker or Case Manager portal to retrieve assignments, an activity will be fired and performs a set of steps to retrieve the assignments.

A set of standard activities are involved in Get Next Work functionality.

Steps to retrieve assignments when user clicks on “Next Assignment”:

  1. A user clicks on Next Assignment button in Case Manager or Case Worker portals. Next Assignment button is also found in confirmation forms.
  2. When user clicks on Next Assignment button, a standard activity Work-.GetNextWork starts, which calls another standard activity Work-.GetNextWorkObject. This activity is a final activity.
  3. The GetNextWorkObject activity first checks the pyWorkBasketFirst property for the user. This property corresponds to the ‘Get from workbaskets first’ check box on the Work tab in Operator ID rule
    • If the pyWorkBasketFirst property is true, then the activity calls the standard activity Work-.findAssignmentinWorkbasket
    • If the pyWorkBasketFirst property is false, then the activity calls the standard activity Work-.find AssignmentinWorklist
  4. The Work-.find AssignmentWorkbasket activity checks the assignments that are in the work queues of the operator to check whether to assign them to the user. Work queues list are configured on the Work tab of the Operator ID form.
    • If the Merge workbaskets check box is not selected, then the activity searches for work queues in the order as they appear on the Work tab.
    • If the Merge workbaskets check box is selected, the algorithm will take an other path. All the assignments of all the work queues are merged in to a single list, that is then sorted by pxUrgencyAssign in descending order.
  5. The standard decision tree Assign-.GetNextWorkCriteria is applied to each and every assignment found in descending order of urgency.
    • The Get Next Work ignores the following assignments:
      • Assignments that have a pyActionTime in the future.
      • Assignments that the operator already worked on today
  6. Assignments that cannot be locked are ignored
  7. Searching end when it finds the first remaining assignment, if any, which meets all the criteria.
    • If assignments are found, newAssignPage is created by GetNextWork activity, places the assignment in user’s worklist, and it locks the work item.
    • We have a choice to leave the assignment in the work queue itself, by setting GetNextWork_MoveAssignmentToWorklist system setting to false. But, you cannot apply this setting if the case uses optimistic locking and the when GetNextWork activity is called from the REST API, when next is passed as the parameter for the Get Assignment Details request

**The assignment is moved to user’s worklist when you call Get assignment details from Pega REST API, regardless of setting

    • If assignments are not found, 4th to 6th steps are repeated using Work-.findAssignmentinWorklist activity and the list view Assign-Worklist.GetNextWork.All

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