We would like to have a button/checkbox/whatever on a work item, and if the CSR checks/clicks/whatever, then the process will be assigned a higher priority when it gets routed to our other department. We are on 4.0 SU3. Thanks, Andrew

Hi Andrew - are you asking if Priority is an option? If that's the question, you can set priority on the ACD tab for the Send Work Item to Workgroup tool step. Priority isn't an option on the Send Work Item to User tool step, however. For Workgroups, if it was me and I was using a checkbox for priority, I might: 1. Have the checkbox on the page assigned to a boolean like Local.IsPriority. You'd have to have this created at the Task level since it's going to be set in the work item, then evaluated later in the Task. Use good technique and don't make it process level unless you have to... 2. On the ACD tab in the Send Work Item to Workgroup tool, on Priority I'd change it to Calculation and do something like this in a custom calculation: If(!IsNotSetOrEmpty(Local.IsPriority), If(Local.IsPriority == true), 75, 50), 50) The first If checks to make sure you have a value in IsPriority (literally 'not empty'), which will save you from a PAS error if your boolean is NOT_SET. The nested If executes if you have a value in IsPriority and if that value is true, then up the priority to 75 (or whatever) and if not (meaning the checkbox wasn't set) then leave priority at the default 50. The second, lone 50 at the bottom basically says if we don't have anything set in IsPriority to leave it at the default of 50. You could assign integers for to variables like PriorityEscalated = 75 and PriorityDefault = 50 if you prefer, which could make the calc look like this: If(!IsNotSetOrEmpty(Local.IsPriority), If(Local.IsPriority == true), Local.PriorityEscalated, Local.PriorityDefault), Local.PriorityDefault) Depends on how much you're using Priority and whether or not it might change over time. Typically we don't recommend using the lowest or highest values so you have room to move later if you add other levels of priority... Side note - you might beat your head against the wall trying to figure out why you're getting an error in the custom calculation builder if you've accidentally capitalized True. Words like true, false, and, or are all lowercase but the function names like If are CamelCase and they are case sensitive. Hope that helps - holler if it doesn't! Happy Processing! Rick

We have a process that goes to multiple workgroups, and has 2 buttons that set Priority to "Urgent" and "not urgent". As there is a priority calculation at the beginning of the process, the urgent button saves the original Priority of the process, changes it to a high value, and adds an "URGENT!" message to the dynamic details / Workitem Description. The "Not urgent" button then restores the original priority. The check-box was decided not to be a good idea as users may accidentally untick it... Note that priority is defined as a small integer so the range is -2^15 (-32,768) to 2^15-1 (32,767) so you can use values much larger than 75 :)