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Place external assignments for agent processing in a workbasket


A flow includes an external assignment that sends a message to an external system using MQSeries messaging (with a response that isn't immediate but will eventually arrive). 

Our current assignment ensures that the request message is delivered to the target queue, and then creates an assignment to an agent (using the Work-ToAgent router with a workbasket name).  Our questions:

  1. How do you tie the assignment and/or router task to the specific value in the Agent Queue? 
  1. How do you process these cases that have been assigned to the workbasket in the background?
  1. If you have to build the activity to retrieve all assignments from the workbasket and process each case in the background, how do you release the previous assignment once it has been processed?

Suggested Approach

An agent is a requestor with its own access group.  Associate the Operator ID to the agent and define to which workbaskets it has access.

Then use the GetNextWork activity to get the next assignment and store the ID.  The agent then checks the queue and matches the Message ID with a response message.

You can resume the flow using the Work-.ResumeFlow activity and specify which flow action to take based upon a decision.

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