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Hi Team,

I am working on a use case for Work Automation.

I want to use one worktype and use different workbin after creating workitem depending on customFields.

Is there any possibility to change the workbin of the workitem using Workitem flow?

If Yes, please let me know which expression/action to use.

Regards,

Riddhi

Hi, Mr. Singh,

No, a workitem can only be in one workbin at a time.

According to the Genesys Cloud Work Automation architecture:

Fundamental Concept

-Workbin is a container: A workbin is a container/holder for workitems.

-Workitems always reside in a workbin: Workitems will always be contained in a workbin.

-Singular relationship: A workitem has a property workbinId (singular), not workbinIds (plural), meaning it can only be associated with one workbin at a time.

How It Works

-When you assign a workitem to an agent or a queue:
  The location will be indicated with a tag.
  But the workitem still remains in the original workbin.

-You can move the workitem to a different workbin, but it can only be in one workbin at a time.

Solution for Your Use Case
For your use case where you want to use a worktype and route to different workbins based on customFields:

-Create a Workitem Flow with a Switch action based on your customFields.

-Use the Update Workitem action to move the workitem to the appropriate workbin.

-The workitem will be transferred from one workbin to another, but it will never be in multiple workbins simultaneously.

Important Restriction: All workbins must be in the same division so that you can move workitems between them.

Hi @Lineu Roberto de Castro Romão,

Thanks for your response.

I am using the same approach as mentioned above, as per the switch action based on customField I am trying to update workbin using Update Workitem action.

However, I am getting following error. If you see below screenshot, I want to update my workbin to Group_2(workbin created, by default the worktype has Group_1 assigned.)

You can create a Data Action using the api This works.

PATCH /api/v2/taskmanagement/workitems/{workitemId}

Hi @Eystein Kylland

Thanks for your response.

I want to avoid using Data action. As i see there is a block in Workitem Architect flow called Update workitem action(as mentioned above)

Is  there any way to utilize that?

PATCH /api/v2/taskmanagement/workitems/{workitemId}

As it says in the picture it is a read only variable and then it can't be change in flow using update workitem

PATCH /api/v2/taskmanagement/workitems/{workitemId}

Hi Riddhi,

Yes, you can handle this in a Workitem Flow, but it depends on whether you mean workbin or queue/assignment.

If your goal is to route or reassign the workitem based on customFields, you can use the Update Workitem action in Architect. Genesys documents that this action can update both built-in and custom workitem attributes, including properties such as status, assignee, queue and priority.

A typical approach would be:

1. In the Workitem Flow, evaluate your custom field using a Decision or Switch action, for example:

Workitem.Workitem.customFields.<yourCustomField>

2. Based on the value, use Update Workitem to update the relevant workitem attribute, such as:

Workitem.Workitem.queue

or:

Workitem.Workitem.assignee

Genesys also notes that if the workitem is already assigned and actively being worked, for example in Connected, Held, or Parked state, you must use Disconnect Workitem before using Update Workitem to change the assignee or queue.