Configuring Work Repository For The Universal Work Queue (UWQ) Next Work Distribution And Delivery For Tasks And Service Requests (Doc ID 1367649.1)

Last updated on DECEMBER 03, 2019

Applies to:

Oracle Universal Work Queue - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Goal

This note details how to configure the work repository for the Universal Work Queue (UWQ) next work distribution and delivery for Tasks and Service Requests.

The work repository is designed to be a queue of work items from which agents are delivered items of work depending on:

The severity of the work item (High, Medium, Low etc)
The age of the work item

The Work Items themselves can consist of:

Tasks

Service Requests

Tasks created from Service Requests

The advantage of configuring the UWQ as work repository means a number of Agents can work on the same same UWQ node and will not pull the same work item from the node.

Note:

(B)Get Work in the UWQ can be used on My Nodes, such as My Owned Tasks, My Assigned Tasks.

However the (B)Get Work does not place a lock on the work item and hence two Agents can pull the same work item.

(B)Next Work addresses this issue and is the correct way for Agents to pull work from the Group Nodes, such as Group Owned, Group Assigned etc.

Note:

Only the seeded Tasks and Service Request Nodes have been programmed with the (B)Next Work functionality.