Get Next Work customization

Customizing Get Next Work processing can meet the needs of your application and business operations. The most common customization requirement is adjusting the prioritization of work returned by the Get Next Work logic. You can 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 creation date or join the assignment with the case or another object to use other data for prioritization.

Different work groups can have varying Get Next Work requirements. When different business requirements exist, you can customize each Get Next Work functionality to satisfy both sets of requirements. Therefore, a change implemented to satisfy a specific requirement should not affect the solution for a different requirement. For instance, 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.

If the requirements cannot be implemented in a single list view or if a single list view is difficult to understand and maintain, you can create multiple circumstanced list views.

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.

Note: Using the GetNextWorkCriteria decision tree for filtering can impact performance because items are iterated and opened one by one. Therefore, always ensure that the main filtering is performed by the GetNextWork list view to avoid performance issues.

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

In addition to circumstancing the GetNextWork ListView, it is also possible to circumstance the GetNextWorkCriteria decision tree for a specific WorkGroup. Other alternatives include 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 crucial to implement the changes correctly to ensure that the results perform accurately.

For more information, see Get Next Work customization.

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