Update Workitem action

Use the Update Workitem action to update the attributes of a workitem. You can use this action to modify both built-in and custom workitem attributes.

Note: If an agent is assigned and actively works on a workitem; for example, the workitem’s assignmentState is Connected, Held, or Parked, you must use the Disconnect Workitem action before the Update Workitem action that changes the assignee or queue.
Name Description
Name field

Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the workitem flow structure.
Update Statements

Click to open a window from which to choose one of these options:

  • The data type of the variable that you want to assign a value or values to. 
  • The collection type of the variable that you want to assign a value or values to.

The Value to Assign form can change, depending on the data type or collection type you choose. For more information about the available variables and how to build them, see the Suggested Articles.

Architect lists the most recently used data types or collection types at the top. 

    Delete

    Delete an update statement.

    Collapse

    Collapse an update statement.

    Expand

    Expand an update statement.

    Move

    To move a card up or down in the list, click to hold and then drag the Update statement card that you want to move. To move a card when it is expanded, click and hold the header of the card.

    Note: For information about how to convert a string value into a typed value in Architect, see Convert a string value to a typed value.

    Example: Add a statement variable to modify a workitem status

    In a task sequence, you can add a worktype status variable to an Update Workitem action. For example, to update the status of a specific workitem.

    1. From the Toolbox, expand the Data category and drag an Update Workitem action to the desired location in the task.
    2. In the Update Workitem Name field, add a meaningful name to describe the item.
    3. Click Add next to Update Statements and then select WorktypeStatus.
    4. In the Variable Name field, type Workitem.Workitem.status.
    5. In the Value To Assign field, complete one of the following steps:
      • To set the status from literal mode, select the appropriate status from the drop-down list. The available statuses are retrieved from the worktype definition.
      • To set the status using an expression, click the expression modes button and perform one of the following steps:
        • Add the expression inline.
        • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.

    Example: Add a statement variable to update a workitem assignee

    In a task sequence, you can add a user variable to an Update Workitem action. For example, to change an agent assigned to a specific workitem.

    Note: For this specific example, you must insert the Disconnect Workitem action before the Update Workitem action in the workitem flow.
    1. From the Toolbox, expand the Data category and drag an Update Workitem action to the desired location in the task.
    2. In the Update Workitem Name field, add a meaningful name to describe the item.
    3. Click next to Update Statements and select User.
    4. In the Variable Name field, type Workitem.Workitem.assignee.
    5. In the Value To Assign field, complete one of the following steps:
      • To set the user from literal mode, select the appropriate user from the drop-down list. The available statuses are retrieved from the worktype definition.
      • To set the user using an expression, click the expression modes button and perform one of the following steps:
        • Add the expression inline.
        • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.

    List of available variables

    The Update Workitem action allows you to update the workitem properties using a set of variables.

    Name Type Collection? Description
    Workitem.Workitem.name String No The name of the workitem.
    Workitem.Workitem.description String No The workitem description.
    Workitem.Workitem.externalTag String No The external tag specified during the creation of the workitem.
    Workitem.Workitem.status WorktypeStatus No The status of the workitem. The valid values are retrieved from the worktype definition.
    Workitem.Workitem.assignee User No The name of the user to whom the workitem is assigned.
    Workitem.Workitem.externalContact ExternalContact No The name of the external contact. 
    Workitem.Workitem.queue Queue No The queue to which the workitem belongs.
    Workitem.Workitem.languageSkill Language Skill No The language skill needed to handle the workitem. The language IDs are retrieved from the ACD language skills.
    Workitem.Workitem.utilizationLabel Utilization Label No The utilization label set on the workitem.
    Workitem.Workitem.priority Integer No The priority of the workitem.
    Workitem.Workitem.ttlDateTime DateTime No The time to live (TTL) date for the workitem.
    Workitem.Workitem.dateDue DateTime No The due date for the workitem.
    Workitem.Workitem.dateExpires DateTime No The date the workitem expires.
    Workitem.Workitem.skills ACD Skill No The ACD skills needed to handle the workitem.
    Workitem.Workitem.scoredAgents AgentScorePair Yes A collection of users along with an integer collection of scores to associate with the users.
    Workitem.Workitem.customFields JSON No The list of custom attributes for the workitem.