Updates needed for Get Work

Application tables should be updated with the get work priorities and skill matrix
1) /BTI/MDE_GW_SKIL

This records the skill matrix for the users. The user should be added and list the appropriate additional positions that the user is skilled to work. Or you can add the specific case categories for that org unit/position, whereby a user is only skilled to work certain cases routed to that group. If you would prefer to ignore the routing via the processor rules you can assign case categories directly to the user and leave the org type and ID blank.

The sequence indicates the order which the entries will be used for ‘Get Work’. This will be checked sequentially using seq 1 first. If multiple entries are added with the same sequence ‘Get Work’ will look for all the cases relevant and assign by the priority rules.

2) /BTI/MDE_GW_PRIO
This table records the sort order used to prioritize work allocation for ‘Get Work’.
Up to a maximum of 10 priorities can be added for each org type/ID. This table must be maintained to enable any of the new get work options to be used.
Suitable object types are:
O – organizational unit
S – Position
US – User

The priority field must be a field available in table /BTI/MDE_BWC_WRH there is an extension available to add new fields in the custom include (CI) if the field is not available in this table out of the box. See the Developers Cookbook to understand how to implement the CI.