Get Next Work customization

You can customize Get Next Work processing to meet the needs of your application and your business operations. The most common customization requirement is adjusting the prioritization of work returned by Get Next Work. You change the prioritization of work by adjusting the assignment urgency.

Adjusting assignment urgency may not be a good long term solution however, since urgency can also be affected by other case or assignment urgency adjustments. A better long term solution is to adjust the filter criteria in the Assign-WorkBasket.GetNextWork and Assign-Worklist.GetNextWork list views. For example, you can sort by the assignment's create date or join the assignment with the case or another object to leverage other data for prioritization.

Sometimes different work groups have different Get Next Work requirements. When different business requirements exist, you customize each Get Next Work functionality to satisfy both sets of requirements. So a change implemented to satisfy a certain requirement should not affect the solution to a different requirement. For example, if assignments for gold-status customers should be prioritized for customer service representatives (CSRs), but not for the accounting team, then the change implemented to prioritize gold customers for CSRs must not affect the prioritization for the accounting team.

You can create several circumstanced list views if the requirements cannot be implemented in a single list view, or if a single list view is hard to understand and maintain.

Use the Assign-.GetNextWorkCriteria decision tree to filter the results returned by the GetNextWork list view. You can define and use your own when rules in the GetNextWorkCriteria decision tree. Create circumstanced versions of the GetNextWorkCriteria decision tree if needed.

Circumstance Example:

GetNextWork ListView: Assign-WorkBasket

Circumstanced: OperatorID.pyWorkGroup = FacilityCoordinator@Booking

Criteria: .pxWorkGroup = FacilityCoordinator@Booking

Get These Fields: .pxUrgencyAssign Descending (1), pxCreateDateTime Ascending (2)

Show These Fields: .pxUrgencyAssign, pxCreateDateTime

Besides circumstancing the GetNextWork ListView, it is also possible to circumstance the GetNextWorkCriteria Decision Tree for a particular WorkGroup. Other alternatives exist such as specializing the getContentForGetNextWork Activity to call a different Decision rule to produce the desired results. When specializing any of these rules, it is important to implement changes efficiently to ensure results will be performant.