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Assignment type management

Every work group in Pega Robot Manager requires at least one assignment type. Unattended robots can only process assignments if the assignment type is in the RUNNING state; these assignments initially have a state of STOPPED. After you create an assignment type, use Robot Manager to manage its status by using the following actions:

  • Start and stop assignment types
  • Move assignment types between work groups
  • Delete unnecessary assignment types

Start and stop assignment types

When an assignment type is ready for processing, you click Start to change the state to RUNNING. You can also temporarily stop an assignment type to give other assignment types priority for processing.  

For example, robots are processing assignments only in the Dispute charge and Open account assignment types, while the assignment type Order new card is paused. In the following figure, the robots only process assignments in the Dispute charge and Open account assignment types while the system pauses the Order new card assignment type. If there are 100 Order new card assignments, temporarily stopping only Dispute charge and Open account assignment types means that those assignments in the Order new card assignment take priority to process. After completing the Order new card assignments, the Dispute charge, and Open account assignments can finish processing.

Assignment types running and stopped in Robot Manager

For more information about changing the status of an assignment type, see, Starting and stopping assignment types.

Move assignment types between work groups

Administrators use Robot Manager to move assignment types that redefine the default assignment types in a work group. When you move assignment types, you can perform the following actions:

  • Change which work group contains the assignment type.
  • View which configuration file and package are assigned to that work group.
  • Reset the key performance indicators (KPIs) that are available for the assignment type.

Before moving the assignment type, ensure that the assignment type meets the following criteria:

  1. It is in the current application.
  2. It has no active assignments.
  3. It is not the last remaining assignment type in the current work group because a work group cannot be empty and must contain at least one assignment type.
  4. It is in STOPPED state.

For more information about the steps that are necessary for moving assignment types, see Moving assignment types between work groups (on work group page) and Moving assignment types between work groups (on assignment type page).

Delete assignment types

Delete unnecessary assignment types from a work group to keep the system current. When you remove assignment types that you no longer need, the system prevents you from pulling work from them. When you delete a specific assignment type from a work group, ensure that the deletion does not affect the Case. When you delete a work group, you also delete all associated assignment types. Before deleting either an assignment type or a work group, use the following best practices:

  • Ensure that Case Types do not reference the applicable assignment types. You must identify and remove any references to an assignment type in Dev Studio as needed.
  • Ensure that no applicable assignment types are running and no relevant assignments are in the queue. If the applicable types run, Pega Robot Manager displays an error message.
  • Ensure that robotic schedules do not reference the applicable work group. If any robot schedule references any robot in the work group, Robot Manager displays a list of applicable robots.
Note: If you delete an assignment type that is referenced in a Case Type, this prevents the case from completing. Pega Robot Manager does not check for references to assignment types.

When attempting to delete an assignment type, one of the following two results occur:

  • If deletion is allowed, then the system deletes the assignment type.
  • If a condition prevents this deletion, such as when robots have already pulled work from the assignment type, a message explains why the system cannot delete the assignment type.

For more information about the steps to delete an assignment type see, Deleting an assignment type from the Work group details page and Deleting an assignment type from the assignment type details page.

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