Question

Associating work queue with access role

I would like to associate an access role with a work queue
so that work queues associated with a user's access role are displayed on "Work queues" on the case manager's portal.

I read help topics about work queue and thought I could realize that by identifying roles at "Roles" field in the work queue record,
but somehow it does not work.
(Work queues associated with the work group show up on the portal.
It seems that the settings at "Roles" does not affect the display of "Work queues" on the portal)

On the portal, is it possible to display work queues associated with the user's access role?
If it's not, how does "Roles" field in the work queue record work?

Thank you in advance.

Correct Answer
December 11, 2018 - 3:40am

Access roles on the workbaskets do not control the listing of workbaskets in case manager portal. Role only controls the access to assignment within those work baskets.

Let's say there is an assignment routed to work basket WB1 and WB1 is controlled by Role1. If you do not have Role1 assigned to you then you will not be able to open this assignment from anywhere (case contents, my worklist, GNW ...)

List of workbaskets are controlled solely by the work group you have.

Let us know if you need more information.

Comments

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December 7, 2018 - 5:08am

Hello, 

I believe, Looks to me like a configuration issue. 

can you please verify the configuration whether,

Work Group be configured with Required Work Basket & Role. and Vice versa, i.e Work Basket is configured back with Work group?

 

Thanks,

December 11, 2018 - 1:25am

Hi Dilip,

Thank you for your reply.

 

In the Work Group record, I define the default workbasket at "Default work queue" field.

There is not any field to set Access Role at Work Group records.

 

I associate the OperatorID with the Access Role using an Access Group.

 

In the Workbasket record, I define the Work Group and the Access Role.

This Work Group is same as the Work Group I define in the OperatorID record.

 

I would like to display Workbaskets which are associated with both the Work Group and the Access Role.

 

 

 

Pega
December 11, 2018 - 3:40am

Access roles on the workbaskets do not control the listing of workbaskets in case manager portal. Role only controls the access to assignment within those work baskets.

Let's say there is an assignment routed to work basket WB1 and WB1 is controlled by Role1. If you do not have Role1 assigned to you then you will not be able to open this assignment from anywhere (case contents, my worklist, GNW ...)

List of workbaskets are controlled solely by the work group you have.

Let us know if you need more information.

December 17, 2018 - 3:21am
Response to rawap

Thank you rawap,

I got it.

At the list of workbaskets at portal, I would like to mark workbaskets from which the user can open assignments.

Could you tell me the best practice for realizing this?