There are two options in Related Get work:
- Related Get Work
- Lock Related Work
Related Get Work: Related work within the user’s skill set can be assigned to a user if this option is enabled. This will enable a user to work via a holistic customer approach rather than working cases in silos. Work is only assigned as related if the cases are within the users skill set (assigned to the same queues as the user) and share the same case type.
Lock Related Work: If related work and locked related work option is enabled, locked related cases would help users to lock cases which are related to the primary case and these cases would not be assigned to any other user. Preventing multiple users from working the same customer at the same time. Primary cases would be linked to the Locked related cases. All the locked related cases are maintained in a table that can be viewed at any time in table view transaction code – SE16 (for those who have access to this transaction).
Once the primary case is reassigned/forwarded/cancelled/completed, all the related Locked cases would be unlocked.
This action would happen via Batch job which should be scheduled to run frequently throughout the day.
For Example: This option will look for related cases which are not assigned to the work queue/s for the Agent and cases which are related (determined by the configuration of the field for the related get work option) and have the same case type. If any cases are found, as these cases are related to Related, get work cases. We would lock the cases and will lock them to the primary case. Once the Primary case is reassigned/forwarded/closed/completed, we will unlock the locked cases and they will be available for get work.
When the user clicks “Get Work” /BTI/BWC would fetch related cases and would lock related cases specific to the cases identified to be assigned to the user.