Fetch Next

This synchronous integration point allows a user to fetch and auto-assign the next best work item available to them.

Request

This API supports the following POST operation:

POST http://[hostName]:[portNumber]/[api-context-root]/workitems/fetchnext

Details

  • Work items are excluded from the eligible pool if any of the following conditions is true:

    • IND_HOLD = Y

    • Status is Awaiting Feedback or Done

Selection

Assigned Work Item First

  • The integration point first searches for work items already assigned to the requesting user that are in a status other than Awaiting Feedback or Done.

  • The sort order defined below is applied and the top-ranked work item is selected.

Unassigned Work Item Second

  • The requesting user must hold Queue User role access. Only work items belonging to those queues are considered by the selection.

  • If no assigned work item is found, the integration point searches for unassigned work items, identified by a null assignee and a status of Open.

  • The same sort order is applied and the top-ranked work item is selected.

  • On selection, the work item status is updated from Open to In Progress, the work item is assigned to the requesting user, and the assigned by value is set to the system user. The work item record is updated, and a work item history entry is written to record the assignment event.

Sort

The following sort order is applied in both selection steps:

Table 1. Fetch Next Sort Order
# Attribute Sort Rule

1

Escalated Indicator

Descending: Y sorts before N

2

Work Item SLA Due Time

Ascending, nulls last

3

Global SLA Due Time

Ascending, nulls last

4

Priority

Ascending, nulls last

5

Work Item Creation Time

Ascending

Response

On successful selection, the integration point returns HTTP 200.

{
"links" : [ {
"rel" : "self",
"href" : "http://[hostName]:[portNumber]/[api-context-root]/api/generic/workitems/41019527",
"httpMethod" : "GET"
}, {
"rel" : "subject",
"href" : "http://[hostName]:[portNumber]/[api-context-root]/api/generic/authorizations/51078031",
"httpMethod" : "GET"
} ]
}

Authorization

This IP requires a grant for access restriction workitems.fetchnext IP.

Response Messages

Failure

Code Description

OHI-IP-WTSK-015

No eligible work item available.

The response can also contain generic error messages not specific to this web service. For more information, see Response Messages.

Example

Scenario Setup

Assume the current time is Monday, 20 April 2026, 10:00 IST. The requesting user holds Queue User role on two enabled queues: Auth-Reviewer and Auth-Approver. The eligible pool contains the following six work items: three currently assigned to the user and three unassigned.

Table 2. Fetch Next Eligible Pool
Work Item Status Assignee Escalated Task SLA Due Global SLA Due Priority Created

WIT-1001

In Progress

self

Y

20 Apr 14:00

21 Apr 09:00

50

18 Apr 09:00

WIT-1002

Open

(null)

Y

20 Apr 11:00

20 Apr 18:00

10

19 Apr 08:00

WIT-1003

Open

(null)

N

20 Apr 10:30

(null)

5

20 Apr 07:00

WIT-1004

Open

(null)

N

(null)

20 Apr 12:00

1

19 Apr 06:00

WIT-1005

In Progress

self

Y

20 Apr 11:00

20 Apr 15:00

10

19 Apr 08:00

WIT-1006

In Progress

self

Y

20 Apr 11:00

20 Apr 15:00

10

19 Apr 07:00

Assigned-First Selection

The integration point considers only the three work items already assigned to the user: WIT-1001, WIT-1005, and WIT-1006. The sort narrows them progressively:

Table 3. Assigned Work Item Selection
# Criterion Applied Remaining Set

1

Escalated = Y, descending. All three are Y.

WIT-1001, WIT-1005, WIT-1006

2

Task SLA ascending. WIT-1005 and WIT-1006 at 11:00 beat WIT-1001 at 14:00.

WIT-1005, WIT-1006

3

Global SLA ascending. Both are at 15:00, so the items are still tied.

WIT-1005, WIT-1006

4

Priority ascending. Both are at 10, so the items are still tied.

WIT-1005, WIT-1006

5

Creation time ascending. WIT-1006 (07:00) is older than WIT-1005 (08:00).

WIT-1006

Result: WIT-1006 is selected.

Unassigned Selection

Assume WIT-1001, WIT-1005, and WIT-1006 are not eligible. The user has no assigned work items, so the integration point evaluates the unassigned pool: WIT-1002, WIT-1003, and WIT-1004. Applying the same sort:

Table 4. Unassigned Work Item Selection
# Criterion Applied Remaining Set

1

Escalated Y first. WIT-1002 is Y; WIT-1003 and WIT-1004 are N.

{WIT-1002}

Not applicable

Already narrowed to a single work item; remaining criteria are not needed.

Result: WIT-1002 is selected.