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Support Article

Next Assignment functionality does not retrieve the right cases

SA-43398

Summary



The Get Next Work functionality does not retrieve cases with least time due within the same urgency. The functionality retrieves cases randomly from the same urgency level.


Error Messages



Not Applicable


Steps to Reproduce

1. Create cases with the same urgency but with deadline time differing by minutes
2. Click the Next Assignment button



Root Cause



This behavior is as per Pega product design.


Resolution



Here’s the explanation for the reported behavior:

The Get Next Work functionality’s SQL orders the urgency in descending order (that is, ORDER BY wb0.pxUrgencyAssign DESC). The out-of-the-box logic to retrieve the case with least time due when the urgency is the same for multiple items is not included in the functionality.



Suggest Edit

Published September 21, 2017 - Updated October 8, 2020

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