Standard properties in the Work- base class

Standard properties in the Work- base class form the basis of work objects. This table identifies several of these in alphabetical order, ignoring the first two characters of the name.

Many are optional or not applicable to specific applications. A few of these are essential control elements present in every work object. Properties marked () are computed by standard rules; don't set values for these properties in your application rules except in unusual situations where you intend to override the default computation.

Reporting on and looking up work parties

In a work item, work party details are within an embedded Page Group property (Work-.pyWorkParty) and so the properties cannot become exposed as columns in a database table. Accordingly, instances of the Index-WorkPartyUri class associate a work party (for example a customer, supplier, or employee) with a work party role, facilitating searches by party. Alternatively, your application can copy the few facts needed at the Work- level from the work party details into the customer ID, customer name, customer organization, customer enterprise, customer level, and customer satisfaction properties described below, to support reporting or searching.

A

Property	Purpose	More...
pyAckTimeStamp	Records the date and time that a work object was acknowledged.	acknowledgment
pyAgeFromDate	Basis of certain work item age calculations. Often set to be the date and time the work item was entered. Can hold a date and time distinct from and earlier than the work item entry date, if this value is needed later. For example, the date of mailing or letter date, for work items created by arriving postal mail.
pyAttachmentCategories	A Value List property identifying the categories of attachments. Individual values are limited by field value rules.	attachment category

C

Property	Purpose	More ...
pyCalendar	Optionally, the first key part of a Data-Admin-Calendar data instance that defines the holidays and business days for this work item. If not blank, overrides other sources of calendars for business day computations, such as in service-level agreements.
pyChargeAmount	Charge amount, can contain a decimal value representing a currency amount of the fee or charge that the organization is to collect for completing the work item. Includes a currency code. Can be computed by a standard Declare Expression rule as pyChargeRate * pyEffortActual.
pyChargeRate	A currency charge per day of effort, used in the computation of pyChargeAmount.
pyChargeTo	Can identify the party, person, account, or organization to be charged by this organization for completing the work item.
pxCommitDateTime	Updated every time an update to the instance is committed to the database. More accurate in many cases than pxUpdateDateTime.
pyCompensatingContainer	A page that can hold properties used in a compensating action computation, to back out partial changes after a SOAP connection to an external system fails.	compensating action
pyContactChannel	Available to hold a value indicating the means or channel that information causing this work item to exist arrived, such as by postal mail, email, Web form, fax, scanned image, Web service, and so on. Use and values defined in your application.
pxCoverInskey	Internal key of the cover work object, if this work item is a member of a cover.	cover
pyCreatedFromService	Your application can set to true to record that this work item was created through a service rather than through interactive facilities.
pyCusLevel	Available to hold an application-defined customer level code. Values and units determined by your application. For example: Gold, Silver, Platinum, or A, B, C.	customer
pyCustomer	Customer identifier such as an account number.	customer
pyCustomerEnterprise	A parent or overall customer
pyCustomerName	A name, limited to 32 characters
pyCustomerOrg	Customer organization
pyCustomerSatisfied TimeStamp	Records the date and time that the customer became satisfied, in that the value of pyStatusCustomerStat becomes Open-Satisfied or Resolved-Satisfied.	customer satisfaction

D

E

pyEffortActual	May contain an after-the-fact work effort estimate, typically in days and fractional days, for a work object. Constrained to 20 days or less by a sample standard constraints rule, which your application can override.
pyEffortEstimate	May contain a before-the-fact work effort estimate, typically in days and fractional days, for a work object.
pyEffortEstimateTimeStamp	Date and time of the most recent change to pyEffortEstimate.
pyElapsedCustomerAck	Elapsed time (in seconds) between pyAgeFromDate and when the originator party was sent an acknowledgment. Measures how long the originator's request went unacknowledged.	acknowledgment
pyElapsedCustomerUnsat	Records the cumulative elapsed time (in seconds) that the pyStatusCustomerSat property has a value starting with Unsatisfied. Maintained automatically based on a standard Declare Trigger rule.	customer satisfaction
pyElapsedPastDeadline	For resolved work items, records the elapsed time (in seconds) that the work item remains unresolved after the deadline time pySLADeadline.
pyElapsedPastGoal	For resolved work items, records the elapsed time (in seconds) that the work item remains unresolved after the goal time pySLAGoal.
pyElapsedStatusNew	Records the cumulative elapsed time (in seconds) that the pyStatusWork property has a value starting with New. Maintained automatically by a Declare Trigger rule.	work item status
pyElapsedStatusOpen	Records the cumulative elapsed time (in seconds) that the pyStatusWork property has a value starting with Open. Maintained automatically by a declare Trigger rule.	work item status
pyElapsedStatusPending	Records the cumulative elapsed time (in seconds) that the pyStatusWork property has a value starting with Pending. Maintained automatically by a declare Trigger rule.	pending status
pyEventID	Can hold an identifier text value that can link multiple, related work items together in situations where the cover or folder design approach is not suitable.

F G H I

Property	Purpose	More ...
pyFlowName	Second key part of a flow rule.
pxGoalTime	Computed goal date and time for resolution of this work item, based on a service-level agreement associated with the work item (rather than with an assignment) through the pySLAName property.	service-level agreement
pyID	Unique identifier (within an organization) of a work item, usually consisting of a prefix, a dash, a system-assigned sequence number, an optional dash, and an optional suffix. Appears on worklist. With class group name, forms the internal key of a work item.

O

R

Property	Purpose	More ...
pyReopenCount	Integer count of the number of times this work item has been reopened. Maintained by the standard Work-.Reopen activity.
pyReopenTimeStamp	Date and time of the most recent reopen. Set by the standard Work-.Reopen activity.
pyResolvedDivision	Division of the operator who most recently resolved the work item, at the time of resolution. Older values are retained within a page of the pyResolveSummary property. For work items resolved by an agent, this property is normally undefined.
pyResolvedOrg	Organization of the operator who (most recently) resolved the work item, at the time of resolution. Older values are retained within a page of the pyResolveSummary property. For work items resolved by an agent this property is normally undefined.
pyResolvedOrgUnit	Organization unit of the operator who (most recently) resolved the work item, at the time of resolution. Older values are retained within a page of the pyResolveSummary property. For work items resolved by an agent this property is normally undefined.
pyResolvedTime	Sum, in seconds, of the time a work object held a status value starting with New, Pending, or Open. Computed and updated when a work item becomes resolved. Older values are retained within a page of the pyResolveSummary property.
pyResolvedTimeStamp	Date and time the work item was (most recently) resolved. Older values are retained within a page of the pyResolveSummary property.	resolution
pyResolvedUserID	Operator ID of the operator or other requestor) who most recently resolved the work item. Older values are retained within a page of the pyResolveSummary property. For work items resolved by an agent, the value is system.
pyResolvedUserWorkgroup	Work group of the operator or other requestor who (most recently) resolved the work item. Older values are retained within a page of the pyResolveSummary property. For work items resolved by an agent this property is normally undefined.	work group
pxResolveSummary	A Page List property containing historical details, with one page for each time the work object was resolved. Contains copied values from pyResolvedUserID, pyResolvedTimeStamp, pyResolvedUserGroup, and others.
pyRootCause	A text value recording the underlying basis that caused the case to exist, most useful for exception-oriented work. Values defined through field value rules. Recommended values for this property are Conduct, Duplicate, Facilities, Finance, Policy, Product, Service, and User Error. These values are predefined through standard field value rules. The root cause for a case might differ from the customer or user causes that were initially recorded when the case was entered. For example, an initial customer complaint might report that an order was never received, while later research might show that a customer-supplied address was invalid. The standard flow actions Work-.Resolve and Work-.Reject allow operators to choose a root cause value, at a time when information is more complete than when the case was created. If your application uses this property, you can define additional field value rules for this property, and define reports that analyze cases by cause.

S

pySLADeadline	Computed date and time of the deadline for work item resolution, based on the service-level agreement identified in pySLAName.	deadline
pySLAGoal	Computed date and time of the goal for work item resolution, based on the service-level agreement identified in pySLAName.	goal
pySLAName	Second key part of a service-level agreement that applies to the entire work item, not to assignments.	service-level agreement
pyStatusCustomerSat	Can record the organization's perception of customer satisfaction. Limited to values defined by field value rules. You can use the following standard field value rules: Open-Unsatisfied, Resolved-Satisfied, and Not Perceived. When this property is used by your application, managers can access reports about satisfaction.	customer satisfaction
pyStatusWork	Case status, a primary indicator of its state. Restricted to values defined through field value rules. Update only through specified standard activities.	case status
pyStatusWorkTimeStamp	Date and time of most recent update to pyStatusWork.
pxSuspended	True when the case is suspended.	suspended case

T U

pyTotalFlowActionCost	Computed sum of the "cost" of all flow actions that were selected to date as a work item was processed, based on the cost field in the flow action. Computed by a standard Declare Expression rule.
pxUpdateDateTime	Date and time of the most recent update to the work item. A more useful property for many situations is pxCommitDateTime.
pxUpdateOperator	Operator ID of the operator (or other requestor) who most recently updated the work item.
pyUrgencyPartyTotal	Total additional work item urgency points attributable to the urgency values of the parties identified in the work item, excluding interested parties. Computed by a standard Declare Expression rule.
pxUrgencyWork	Urgency or priority of the work object (not of individual assignments) a system-computed value between 1 (lowest) and 99 (highest). Computed by a standard Declare Expression rule.	urgency
pyUrgencyWorkAdjust	A positive or negative integer that can be entered or computed to tweak the computed urgency.	urgency
pxUrgencyWorkClass	Urgency points (from 0 to 99) associated with the work type. Often set in the data transform used when creating new work items.

W

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