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Transferring work

If you need to action an article that is currently assigned to a different user, you can use the KM Portal to transfer articles between users as needed. You can transfer the work to either a different user's worklist, to a team, or to a workbasket where it will be processed together with the other unassigned articles. To correctly transfer an article, follow the instructions presented in the next section.

Transferring between authors

  1. In the navigation pane of the Pega Knowledge portal, click Work>Transfer work.
  2. Select appropriate filters from the Status, Author, or Work queue dropdown lists.
    Note: You don't need to apply all three filters to obtain a result every time you search for an article.
  1. Click Filter articles. The table will show the total number of results found that match the filters you selected.
    The picture shows the transfer work page
  2. In the list of articles that match the filter criteria, locate the article that you want to transfer. 
  3. Select the check box next to the article you want to transfer.
    Note: You can transfer multiple articles at the same time.
  1. In the Select action dropdown list, click Transfer Assignment.
  2. In the Transfer to dropdown list, select User.
  3. In the User's name field, enter the name of the user to whom you want to transfer the article.
  4. Optional: To transfer to a Work Queue or team, select that option in the Transfer to dropdown. You must enter the Work queue name or team name instead of User's name.
    Note: If you choose to transfer an article to a work queue, the article will be directed to a workbasket instead of the worklist of a particular user.
  1. Optional: In the Comments field, enter a brief comment explaining why you are transferring the article.
  2. Click Submit.

The article is now transferred to the worklist of the user you selected.

The image shows the Transfer to dropdown user name and comments field

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