Question

AllCoveredResolved Ticket is not firing

Hi All,

For below scenario, AllCoveredResolve ticket is not helping us to resolved cover case upon completion of covered cases.

we are having two stages for the cover case, and "AllCoveredResolved" ticket has been defined at the end shape of the last step in final stage .

subcase(covered) gets initiated automatically upon parent case creation,it gets resolved immediately by the user,but still cover case is not getting resolved automatically .

I tried to initiate the covered case manually in flow through "Create Case" smart shape ,but still it's behaving the same way as parent case is not resolved even child case gets resolved.

Would a cover case to be present in final stage in which the ticket has been defined to resolve cover case?

PRPC version :7.1.8

Thanks,

Brahmesh.

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Correct Answer
August 31, 2015 - 9:21pm

I think again everything drills down to basics of Tickets mentioned earlier

"Ticket is only executed if the flow in which "Ticket" is set on one of the shapes is started on work page."

1) Advance Flow processing :-  limit to the single flow itself ,but not for sub flow as well (like we can't jump to the subflow  from parent flow by raising a ticket).

If you are trying to advance/jump to a shape in sub-flow it will not happen as Sub-flow is not yet started(Ticket is only executed if the flow in which "Ticket" is set on one of the shapes is started on work page)

2) Back And Forth :- Limit to the single stage,but not across stages of flows (like we can't raise a ticket from later stage to earlier stage in which ticket is referenced.).

Ticket is only executed if the flow in which "Ticket" is set on one of the shapes is started on work page

Appreciate your effort in understanding. Let us know if above reasoning helps.

Comments

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Pega
August 28, 2015 - 7:40am

Hi

What is your resolved status of the covered item ? Is it Resolved-Completed or something else ?

August 28, 2015 - 11:33am
Response to Santanu

Yes..the status of covered item is "Resolved-Completed".

August 28, 2015 - 2:36pm

Hi Brahmesh,

I tested the scenario on my system. The parent case will only be resolved if the child case is resolved while the parent case is in the final stage. If the parent case is still in the first stage when the child is resolved, the flow with the ticket in it is not listed in the pxFlow pages yet.

Carissa

August 31, 2015 - 10:43am
Response to CarissaW_GCS

Absolutely correct .

The work around that we did is

1) Added a new final stage as "Cover Resolve " to the cover case and marked it as "Resolution" stage(just connected start shape to end shape,defined resolve status on end shape)

2) Added " Change Stage" smart shape to the all covered flows.(with out any incoming/outgoing connector to the shape). defined the selected stage as "Cover Resolve" on the smart shape.

3) "AllCoveredResolved"ticket set on above smart shape.

Hence whenever a child case gets resolved ,immediately "AllCoveredResolved" ticket gets fired which is defined on "change stage" shape (in cover flow) , and control gets transferred to the final stage of cover case in which it gets resolved .

what do you think on this procedure ? kindly suggest me if you any concerns/ suggestion over this procedure .

August 27, 2016 - 6:06pm
Response to BrahmeswaraRao

Kindly specify if the 'new final stage' that you added was a primary stage or an alternate stage ?

Pega
August 28, 2015 - 2:52pm

Ticket is only executed if the flow in which "Ticket" is set on one of the shapes is started on work page.

So Cover case needs to present in the final Stage and also that step which has the flow with ticket should be already started.

Let us know if this helps.

August 31, 2015 - 11:11am
Response to rawap

Hi Pankaj,

Here what i understood about ticket concept is , Please correct me if i understood wrong.

1) Ticket being used to "advance the flow processing" as to skip couple of assignments in case of business exception occurs.

Ex: Having 3 assignments in a flow, defined the ticket on 3rd assignment,So if i want to skip the second assignment after processing the first assignment then do raise a ticket during post procession of assignment 1.

2) Ticket can be used to "come back to the processed assignments from current assignment" in the same flow.

Ex: Having 3 assignments in a flow, defined the ticket on 1st assignment,So if i want to come back to the 1st assignment in case of business exception that might come on 3rd assignment  then we can raise a ticket while processing the 3rd assignment

3) Do we need to make "Raising" ticket & "Reference" ticket in same flow (not even in sub flow as well) to trigger the ticket processing?

Pega
August 31, 2015 - 11:40am
Response to BrahmeswaraRao

1) Ticket being used to "advance the flow processing" as to skip couple of assignments in case of business exception occurs.

Ex: Having 3 assignments in a flow, defined the ticket on 3rd assignment,So if i want to skip the second assignment after processing the first assignment then do raise a ticket during post procession of assignment 1.

Yes

2) Ticket can be used to "come back to the processed assignments from current assignment" in the same flow.

Ex: Having 3 assignments in a flow, defined the ticket on 1st assignment,So if i want to come back to the 1st assignment in case of business exception that might come on 3rd assignment  then we can raise a ticket while processing the 3rd assignment

Yes

3) Do we need to make "Raising" ticket & "Reference" ticket in same flow (not even in sub flow as well) to trigger the ticket processing?

Tickets are raised on Work Objects, so if ticket is in Flow 1 and you have started Flow 1,2 ,3 and Subflow 1 on your work object. Ticket can be raised from any flow or subflow.

Let me know if this helps

August 31, 2015 - 12:37pm
Response to rawap

Thanks Pankaj for clarification .

The following are observations about ticket processing after did couple of use cases,

1) Advance Flow processing :-  limit to the single flow itself ,but not for sub flow as well (like we can't jump to the subflow  from parent flow by raising a ticket).

2) Back And Forth :- Limit to the single stage,but not across stages of flows (like we can't raise a ticket from later stage to earlier stage in which ticket is referenced.).

Pega
August 31, 2015 - 9:21pm
Response to BrahmeswaraRao

I think again everything drills down to basics of Tickets mentioned earlier

"Ticket is only executed if the flow in which "Ticket" is set on one of the shapes is started on work page."

1) Advance Flow processing :-  limit to the single flow itself ,but not for sub flow as well (like we can't jump to the subflow  from parent flow by raising a ticket).

If you are trying to advance/jump to a shape in sub-flow it will not happen as Sub-flow is not yet started(Ticket is only executed if the flow in which "Ticket" is set on one of the shapes is started on work page)

2) Back And Forth :- Limit to the single stage,but not across stages of flows (like we can't raise a ticket from later stage to earlier stage in which ticket is referenced.).

Ticket is only executed if the flow in which "Ticket" is set on one of the shapes is started on work page

Appreciate your effort in understanding. Let us know if above reasoning helps.

November 23, 2015 - 5:19pm
Response to rawap

I'm having an issue where I'm Resolved-Cancelling a sub case and in the tracer I see the Parent Case raising the ticket for the flow the Parent Case is currently on. However it is not progressing to the AllCoveredResolved ticket I set in the same Parent Case flow. What is happening?

EDIT: I should also mention that I'm using UpdateStatus activity to set Resolved-Cancelled and the ticket is being raised on pyWorkCover