Contents

Pick up a work item

A work item represents one step in a process. You pick up a work item to complete part of a process.

In the My Work Items view, you can pick up any of your assigned work items. If you have permission to modify the workgroup queue in which the work item appears, you can pick up a work item from a workgroup queue.

In My Work Items or a workgroup work items view, select a work item that is in a New, ACD - Wait Agent, or Held state, and click Pickup.

Result: The work item appears in the Work Item Viewer.

Tip: Click the Help icon in the Work Item Viewer for more information.

Do one of the following:

- Perform the required action.

Result: The work item state changes to Completed. After you complete a work item, it continues to appear in the My Work Items view for a limited time.

Note: Picking up a work item prompts you to perform a step in the workflow process. The type of action depends entirely on how your organization’s designer constructed the process.

- Put the work item on hold.

Result: The work item state changes to Held. It remains in the My Work Items view.