PEGA Assigning Work

Effective case design includes routing the correct information to the right individuals at the right time.

Assignment Routing
When processing a case, it is common that more than one person completes work on the case. For example, when creating an expense report, an employee creates the report, a manager approves it, and payroll sends the money. That's three sets of people working on the same case.

As part of modeling a process, you define:

1. Where the work should go. 
2. Who is doing the work.
   
3. The tasks associated with the work to be done
   

Assignment Routing to a Specific User
You route the task to a single user if the current user should perform the task or you know the user to route the work to.

For example, you route to the current user if you have several data collection screens since the current user would likely perform them all. You route to a specific user when you have an expense report approval process.

The user who starts the expense report cannot approve their own expenses. Instead, you route the approval task to the manager of the employee to approve it.

Assignment Routing to a Group
Route an assignment to a group of users who all are able to complete the task.
For example, any accountant in the Payroll department can process the expense reimbursement.

Assigning Work to Case Participants

1. Current User - The task is routed to the user who completed the previous task (step). 
2. Specific User - The task is routed to a specific user — either a named user or a reporting manager.
3. Work Queue - The task is routed to a queue where any user with access to that queue can complete the task.