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Organization records

A Pega Platform™ application uses an organizational structure to direct Assignments to the right operator or Work Queue, determine the access rights of operators, and report on activity in various company departments. For example, to approve a home loan, the request has to move through different levels in the organization, starting at the customer representative to the approving manager. The structure is built with standard data instances called organization records. You use these records to support your requirements, and you can find these records in the Records Explorer in the Organization category.

The Pega organizational structure is a three-level hierarchy. The top level is known as the organization, the middle level contains divisions, and the lowest level contains organization units.

In the following image, click the + icons to review the organizational structure:

Team of users

A Work Group identifies a cross-functional team that contains at least one manager and a Work Queue. The Work Queue in a Work Group contains shared work. Operators who are associated with a Work Group can share work among operators in different business units. For example, an Information Architecture (IA) Consultant is assigned to the Technical Enablement unit. To facilitate collaboration with the User Experience (UX) Designers in the Design unit, the IA Consultant and UX Designers are assigned to the Design Work Group to give each member of the Work Group the ability to access work from a shared Work Queue.

Operators and Work Queues are associated with business units in the organization. You can create Work Groups to share resources across the entire organization, regardless of the business with which the operator is associated. The operator must always be configured with a default Work Group. If the operator receives work from other departments with their own Work Queues, the operator must be configured with more than one Work Group. 

Note: Adding a user in App Studio creates an operator record in Dev Studio. Operators in Dev Studio are also called users and people in App Studio.

When you create a Work Queue, you must also define a default Work Group. Similarly, when you create a Work Group, you must specify the default Work Queue with the associated Work Group manager. 

Note: The relationship between Work Groups and Work Queues is M:M (many-to-many relationship)

In the center of the following image, slide the vertical line to see how different operators work on the same team despite belonging to different divisions and units:

Note: Creating a team in App Studio creates a Work Group and Work Queue that reference each other in Dev Studio.

Check your knowledge with the following interaction:

The Organizational Chart

The Organizational Chart lists the organization structure so users can get a broader perspective of the organizational layout.

Tip: Access the chart by clicking Org & Security > Organization > Organization chart.


Calendar association based on organizational elements

A calendar is used to define schedules, closed days, and the time zone. It is possible to associate calendars to a Work Queue, an operator ID, and organization records.

In the following image, click the + icons to review the various relationships between calendars and tiers in the organizational hierarchy:

Check your knowledge with the following interaction:

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