Work items and Database management in Work tables

A Work table is a dedicated database table used to store work items for cases. In SDAA, Work tables serve as the foundation for various aspects of case management, including:

• Storing case data and work items.
• Supporting workflow assignments.
• Enabling reporting and insights.
• Displaying work items in operator portals.
• Managing database performance.

Each work pool in an application can have its own dedicated table, which helps organize work items effectively and ensures that different applications can expose different properties as database columns based on their specific requirements.

In App Studio, Work tables are primarily experienced through the user interface elements that display work items:

1. Navigate to App Studio > Channels > Web Portal > Landing Pages > My Work/My Dashboard
2. View and configure the presentation aspects of Work tables for your applications.

The following figure shows the Landing Pages with access to My Work and My Dashboard in App Studio:

The following figure shows the My Work configuration options:

For SDAA, you can find options to customize how work items are displayed to operators, including column visibility, sorting preferences, and filtering options.

The My Work report displays items from the Work table. It generates a view of all items handled by a particular operator, showing the underlying data page and relevant columns. The Work table information you see in My Dashboard or My Work provides a user-friendly interface for interacting with the database tables.

In Dev Studio, Work tables can be accessed and configured at a more technical level, enabling administrators to manage database structures directly. Dev Studio provides direct access to the database configuration aspects of Work tables:

1. In the navigation pane of Dev Studio, click SysAdmin > Records > Database Table
2. View table structures, examine field mappings, and configure technical properties that determine how case data is stored and retrieved.

The following table shows the Database Table in Dev Studio:

Dev Studio offers the tools needed for advanced Work table customization beyond what is available in App Studio.

For implementation teams building on applications such as Smart Dispute, it is important to understand that:

1. The out-of-the-box product provides default Work table configurations.
2. Implementation teams should create their own case type classes with appropriate table configurations.
3. Direct modification of the product's tables is not recommended; instead, create implementation-specific tables.
4. The Work table configuration is crucial for the performance of reporting dashboards and the My Work insights that load from these tables.

Work table configuration is a critical aspect of application design in SDAA. By understanding how Work tables function and following best practices for their configuration, implementation teams can create efficient, high-performing applications that meet business requirements. Proper Work table configuration ensures that operators have access to the information they need when they need it, ultimately enhancing both the overall user experience and operational efficiency.