Advanced Work Assignment - Set different priority to Work item queues (Order field)

[Camilla5]

Hi all,

I have installed Advanced Work Assignment plugin in order to implement automatic allocation on several custom processes.

I have recently configured a Service channel with 2 related Work item queues (Queue 1 and Queue 2), both associated to the same Assignment group using a specific Assignment rule.

For each Queue I have specified 3 conditions (simple conditions, using the condition builder); the difference between Queue 1 and Queue 2 is only related to the third condition.

Also I have configured the same “Work Item Sort Order” for both Queues, selecting the field “Created” (sys_created_on) as sorting criterion and choosing the Ascending sort direction.

Below and example of the Queues conditions:

Queue 1 – conditions:

• stage = X
• state = Y
• custom_field = 1

Queue 2 – conditions:

• stage = X
• state = Y
• custom_field = 2

Given that, as mentioned above, these 2 Queues are associated to the same Assignment group, I want to give a different priority to these queues, so that the tickets of one queue (e.g. Queue 1) are assigned to the operators earlier (with higher priority) than the tickets of the other queue.

In order to do so, I have configured Queue 1 with Order 100 and Queue 2 with Order 1,000 (for testing).

While performing several tests, I noticed that ticket allocation is not working as expected: it seems that tickets are only allocated based on the creation date (the Order criterion seems to be irrelevant).

Do you think anything is missing or wrong in my configuration?

Do you have any suggestions to achieve this goal (different priority for Queues associated to the same Assignment group)?

Thank you!

[Community Alums]

Hello Camilla! I have a similar requirement, I have no solution at the moment. Could you give me an idea how you could solve it? Thank you.

[Ash44]

Best way would be to create a separate service channel for this one.