Get Next Work customization

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

However, adjusting assignment urgency is not always a good long-term solution because urgency can also be affected by other cases 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 use 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 that is implemented to satisfy a certain requirement should not affect the solution to a different requirement. For example, if assignments for gold-status customers are 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 custom when rules in the GetNextWorkCriteria decision tree. If necessary, you can create circumstanced versions of the GetNextWorkCriteria decision tree.

Example of a circumstance:

• 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. There are other alternatives, too, such as specializing in the getContentForGetNextWork activity to call a different decision rule to produce the desired results. When specializing in any of these rules, it is important to correctly implement the changes to ensure that the results perform correctly.

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