Update Workitem action

AI-generated summary

Genesys Cloud's Update Workitem action provides comprehensive functionality for modifying workitem attributes and managing workflow assignments through a flexible task sequence system. The action supports both built-in and custom attributes, allowing users to update workitem status, assignee details, and queue assignments using variable statements and expression-based configurations. Key attributes include name, description, external tags, status settings, and assignee information, while technical capabilities encompass variable name configuration, expression editing, and multiple update statement types. The system features a drag-and-drop interface for managing updates, supports language skills configuration, priority levels, and time-based parameters such as TTL and due dates. Workflow management requires proper sequencing, particularly when modifying active workitem assignments, and includes support for ACD skill requirements, scored agent assignments, and custom JSON-format fields. The platform maintains standardized tracking attributes for effective workflow management and utilizes WorktypeStatus variables and User variables for comprehensive workitem control.

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. Note: You can use the Date data types and related functions in workitem flow types.
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 .

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.

From the Toolbox, expand the Data category and drag an Update Workitem action to the desired location in the task.
In the Update Workitem Name field, add a meaningful name to describe the item.
Click Add next to U pdate Statements and then select WorktypeStatus.
In the Variable Name field, type Workitem.Workitem.status.
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.

Show meClick to expand

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.

From the Toolbox, expand the Data category and drag an Update Workitem action to the desired location in the task.
In the Update Workitem Name field, add a meaningful name to describe the item.
Click next to U pdate Statements and select User.
In the Variable Name field, type Workitem.Workitem.assignee.
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.

Show meClick to expand

List of available variables

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

Show meClick to expand

Showentries

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.

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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.

Note: You can use the Date data types and related functions in workitem flow types.

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.

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.

From the Toolbox, expand the Data category and drag an Update Workitem action to the desired location in the task.

In the Update Workitem Name field, add a meaningful name to describe the item.

Click Add next to U pdate Statements and then select WorktypeStatus.

In the Variable Name field, type Workitem.Workitem.status.

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.

Show meClick to expand

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.

From the Toolbox, expand the Data category and drag an Update Workitem action to the desired location in the task.

In the Update Workitem Name field, add a meaningful name to describe the item.

Click next to U pdate Statements and select User.

In the Variable Name field, type Workitem.Workitem.assignee.

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.

Show meClick to expand

List of available variables

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

Show meClick to expand

Showentries

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.

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Update Workitem action

Example: Add a statement variable to modify a workitem status

Example: Add a statement variable to update a workitem assignee

List of available variables

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Update Workitem action

Example: Add a statement variable to modify a workitem status

Example: Add a statement variable to update a workitem assignee

List of available variables

[NEXT] Was this article helpful?