Priorities can be determined for work queues in order to establish what sort order should be used when multiple cases exist but we only want to assign a few top priority cases to the user.
The priorities can be added for any specific fields available in the Dynamic Work Center table /BTI/MDE_BWC_WRH.
You can add priorities for an organizational unit, position or user level.
If a user is assigned in the org structure and they have priorities set at multiple levels the order of precedence is:
- Priorities set to position.
- If no position then the system will check if you have priorities for the organisational unit.
- If no organizational unit then the system will check if the user has priorities assigned directly.
See release 4.5 for how to maintain and update priorities.