Configuring assignments with Get Next Work

4 Tasks

10 mins

Pega Platform '26

Visible to: All users Applies to: Pega Platform '26

Beginner

English

Scenario

U+ Bank wants to improve engagement with customers. U+ Bank receives customer emails in an email channel that uses intelligent routing. Emails that match the Customer Complaint topic go to the Complaints Work Queue, and emails that match the Address Change topic go to the AccountMaintenance Work Queue.

The EmailUser operator is configured with the Use all work queue assignments option. With this setting, Get Next Work considers the Assignments from all Work Queues of the team and returns the email that was created first when the email case worker clicks Get next email button.

In this phase of the implementation, U+ Bank wants to change the order in which the email case worker receives emails. Emails routed to the Account Maintenance Work Queue must be handled before emails routed to the Complaints Work Queue, regardless of arrival order.

The following table provides the credentials you need to complete the challenge:

Role	User name	Password
Email Web Client user	Customer1	customer1
Email Manager Portal user	EmailUser	password123!
Email Developer	EmailAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Send emails to test the current assignment logic

As a customer, send two emails to U+ Bank. In the first email, you raise a complaint. In the second email, you request an address change.

Task 2: Verify the order in which the emails arrive in the system

As an Email Manager Portal user, verify the order in which the emails arrive, and notice that Get next email returns the email that arrived first.

Task 3: Configure the Get Next Work settings of the operator

As an Email Developer, set the AccountMaintenance Work Queue with an Urgency Threshold of 40 and the Complaints Work Queue with an Urgency Threshold of 50, and select Get from work queues first option.

Task 4: Test the new assignment logic

As a customer, send the complaint email first and then the address change email. As an Email Manager Portal user, verify that Get next email now returns the address change email first.

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

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Challenge Walkthrough

Detailed Tasks

1 Send emails to test the current assignment logic

1. Open the exercise system landing page, and then click Web mail.
2. Log in as the Email client user by entering the following credentials:
   1. In the User name field, enter customer1.
   2. In the Password field, enter customer1.
3. In the left pane, click Mail to access the inbox.
   
4. In the header, click Write mail to compose a new email.
   
5. In the To: field, enter [email protected].
6. In the Subject: field, enter Something went wrong.
7. In the message, enter Dear U+, I am very angry about an issue with my account. My recent payment was not deducted from my balance owed. I’ve always paid on time. Please check this issue immediately. Regards, Emily Foster
8. Click Send message.
   
9. In the header, click Write mail to compose a new email.
10. In the To: field, enter [email protected].
11. In the Subject: field, enter Moving to a new house.
12. In the message, enter Dear U+, I would like to inform you that I have a new address: 222 West Las Colinas Blvd., Irving, TX 75039, USA. Also, I have a new email address: [email protected]. Regards, Emily Foster
13. Click Send message.
14. In the left pane, click Log off, and then click Log off again to leave the email client.

2 Verify the order in which the emails arrive in the system

1. Log in as an Email Manager Portal user by entering the following credentials:
   1. In the User name field, enter EmailUser.
   2. In the Password field, enter password123!.
2. In the Email Manager Portal, observe that My worklist is empty.
3. Click Get nex email button to view the first email from Emily.
   
4. Note that the system opens the email with the Something went wrong subject, because it was created first and the EmailUser operator uses all Work Queue Assignments in the team.
   
5. Click Resolve, and then click Resolve again to wrap up the Customer Complaint Case Type.
   
6. Click Get next email button to view the second email from Emily.
7. Note that the system opens the email with the Moving to a new house subject.
   
8. Click Resolve, and then click Resolve again to wrap up the Address Change Case Type.
9. In the upper-right corner, click EU > Logout.

3 Configure the Get Next Work settings of the operator

1. Log in to Infinity Studio as an Email Developer user by entering the following credentials:
   1. In the User name field, enter EmailAdmin.
   2. In the password field, enter password123!.
2. In the header of Infinity Studio, click Configure > Org & Security > Organization > Operators.
   
3. On the Operators tab, select EmailUser operator to edit.
4. Click the Work tab.
   
5. In the Routing section, clear the Use all work queue assignments in user's team checkbox. Verify that Merge work queues is also cleared.
   
6. In the Work Queue section, click Add item.
7. In the Work Queue field, select AccountMaintenance, and in the Urgency Threshold field, enter 40.
8. Click Add item.
9. In the Work Queue field, select Complaints, and in the Urgency Threshold field, enter 50.
10. Select the Get from work queues first checkbox.
    
11. Click Save to update the configuration.
    
12. In the upper-right corner, click EA > Logout.

4 Test the new assignment logic

1. Open the exercise system landing page, and then click Web mail.
2. Log in as the Email client user by entering the following credentials:
   1. In the User name field, enter customer1.
   2. In the Password field, enter customer1.
3. In the left pane, click Mail to access the inbox.
   
4. In the header, click Write mail to compose a new email.
   
5. In the To: field, enter [email protected].
6. In the Subject: field, enter Something went wrong.
7. In the message, enter Dear U+, I am very angry about an issue with my account. My recent payment was not deducted from my balance owed. I’ve always paid on time. Please check this issue immediately. Regards, Emily Foster
8. Click Send message.
   
9. In the header, click Write mail to compose a new email.
10. In the To: field, enter [email protected].
11. In the Subject: field, enter Moving to a new house.
12. In the message, enter Dear U+, I would like to inform you that I have a new address: 222 West Las Colinas Blvd., Irving, TX 75039, USA. Also, I have a new email address: [email protected]. Regards, Emily Foster
13. Click Send message.
14. In the left pane, click Log off, and then click Log off again to leave the email client.
15. Log in as an Email Manager Portal user by entering the following credentials:
    1. In the User name field, enter EmailUser.
    2. In the Password field, enter password123!.
16. Click Get next email button to view the first email from Emily.
    
17. Verify that the system opens the email with the Moving to a new house subject.
    
18. Click Resolve, and then click Resolve again to wrap up the Address Change Case Type.
19. Click Get next email button to view the second email from Emily.
20. Verify that the system opens the email with the Something went wrong subject.
    
21. Click Resolve, and then click Resolve again to wrap up the Customer Complaint Case Type.
22. In the upper-right corner, click EU > Logout.

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Available in the following mission:

• Pega Email Bot Foundation v6