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Support Article

Next Assignment functionality does not retrieve the right cases



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.


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.

Published September 21, 2017 - Updated October 8, 2020

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