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Overview of Get Next Work Implementation in Pega

The Get Next Work feature in Pega automates the assignment of work items to users, enhancing productivity by prioritizing high-urgency tasks. Key components include user initiation through a button, operator record configurations, and assignment filtering using decision trees. Customization options are available for tailoring the process to specific business needs, with implementation steps involving configuration, UI integration, and testing for effective assignment routing.

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8 views3 pages

Overview of Get Next Work Implementation in Pega

The Get Next Work feature in Pega automates the assignment of work items to users, enhancing productivity by prioritizing high-urgency tasks. Key components include user initiation through a button, operator record configurations, and assignment filtering using decision trees. Customization options are available for tailoring the process to specific business needs, with implementation steps involving configuration, UI integration, and testing for effective assignment routing.

Uploaded by

Ravi G
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Overview of Get Next Work Implementation in Pega

The Get Next Work feature in Pega is designed to automatically assign the most appropriate
next work item (assignment) to a user, improving productivity and ensuring that high-priority
work is handled promptly [1] [2] [3] . This is achieved through a combination of rule configurations,
operator settings, and activities.

Key Components and Flow


1. User Initiation
Users typically click a "Get Next Work" button or link in the Case Manager or Case Worker
portal to retrieve the next assignment [1] [2] [4] [5] .
2. Activity Chain
The system triggers the @baseclass.doUIAction activity with the action parameter set to
getnextwork.

This calls the Work-.GetNextWork activity, which is the entry point for the Get Next Work logic.
Work-.GetNextWork then calls Work-.getNextWorkObject to continue the process [1] [2] [3] [5] .
3. Operator Record Configuration
The operator's record determines the order in which assignments are searched:
If "Get from work queues first" is selected, the system looks in the work queues
(workbaskets) first, then the user's worklist.
If not, it searches the user's worklist first, then the work queues [1] [2] [3] [5] .
The activities Work-.findAssignmentInWorklist and Work-.findAssignmentInWorkbasket are
used to retrieve assignments from the respective sources [1] [3] .
4. Assignment Filtering and Prioritization
Assignments are filtered and sorted based on urgency and other criteria.
The Assign-.GetNextWorkCriteria decision tree is used to further examine whether an
assignment is ready to be worked on and to ensure the user hasn't already worked on it that
day [2] [3] .
5. Assignment Delivery
If a suitable assignment is found, it is assigned to the user.
If not, the process ends and no assignment is presented [1] [2] [3] .
Rule Configuration for Get Next Work
Key rules and configurations involved:

Rule/Setting Purpose

Determines whether to search worklist or work queues first [1] [2] [3]
Operator Record [5] .

Work-.GetNextWork Activity Entry point for the Get Next Work logic [1] [2] [3] [5] .

Retrieves the next work object based on the operator's


Work-.getNextWorkObject
configuration [1] [2] [3] [5] .

Work-.findAssignmentInWorklist Finds assignments in the user's worklist [1] [2] [3] .

Work-.findAssignmentInWorkbasket Finds assignments in work queues (workbaskets) [1] [2] [3] .

Assign-.GetNextWorkCriteria Decision tree to filter and prioritize assignments [2] [3] .

Section/UI Configuration Add "Get Next Work" button to user portal or dashboard [4] [5] .

Customization and Extension


You can customize the Get Next Work process by creating your own activities or extending
the OOTB (out-of-the-box) rules to meet specific business requirements [6] [3] .
Custom logic can be added to the decision tree or activity to include additional filtering or
prioritization criteria [6] [3] .
Any customization should be thoroughly tested to avoid unintended impacts on assignment
routing [3] .

Implementation Steps
To implement Get Next Work for a user:
1. Configure the Operator Record:
Set the preference for searching worklist or work queues first.
2. Add Get Next Work Action to UI:
Add a "Get Next Work" button or link to the user portal using a section rule [4] [5] .
3. Review and Customize Rules as Needed:
Adjust the Assign-.GetNextWorkCriteria decision tree for business-specific assignment
logic.
Extend or override activities if custom assignment logic is required [6] [3] .
4. Test the Configuration:
Ensure that assignments are being routed as expected and that the prioritization logic
meets business needs.
Summary Table: Core Rules and Their Roles
Rule/Setting Role in Get Next Work Process

Operator Record Determines assignment search order

Work-.GetNextWork (Activity) Main activity for assignment selection logic

Work-.getNextWorkObject (Activity) Retrieves the next work object

Work-.findAssignmentInWorklist Finds assignments in user's personal worklist

Work-.findAssignmentInWorkbasket Finds assignments in work queues (workbaskets)

Assign-.GetNextWorkCriteria (Decision Tree) Filters and prioritizes assignments

Section/UI Rule Adds Get Next Work button to user interface

References
For more details and visuals, refer to Pega Academy documentation on the Get Next Work
feature and customization [1] [6] [2] [7] [3] [4] [5] .

In summary:
To implement Get Next Work in Pega, configure the operator record, ensure the relevant
activities and decision trees are set up or customized as needed, and add the Get Next Work
action to the user interface. This ensures users are always presented with the most appropriate
next assignment, streamlining work distribution and improving efficiency [1] [2] [3] [4] [5] .
⁂

1. https://academy.pega.com/topic/get-next-work-feature/v1
2. https://academy.pega.com/topic/get-next-work-feature/v3
3. https://support.pega.com/question/understanding-ootb-getnextwork-activity-logic
4. https://docs.pega.com/bundle/platform/page/platform/case-management/enabling-get-next-work.html
5. https://www.youtube.com/watch?v=ASXqqF8jsjs
6. https://academy.pega.com/topic/get-next-work-customization/v1
7. https://academy.pega.com/challenge/designing-get-next-work/v1

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