Question

Attachments in temporary case

Nearly every case type we setup starts with a task where operators can fill-in data and join attachements.

Pega requires cases to be persistent to be able to manage attachement. This is very frustrating since cancelling the creation of a case stills creates the case. We had to implement a tricky "Delete Case" capability which is also frustrating since deleted case ids are "lost".

There is no OOTB way to manage attachements on temporary cases which is very limitating. Nearly any other demand management software include such a feature OOTB (Jira, ...). Any chance to have it included in Pega any time soon?

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Pega
May 23, 2019 - 5:28pm

Hi,

I haven't tried this myself, but the below posts touch on the same subject.  Perhaps one of the approaches mentioned could help you to implement the functionality you're looking for:

https://community1.pega.com/community/pega-support/question/attaching-file-temporary-work-object

https://community1.pega.com/community/product-support/question/attaching-attachment-temporary-case

Hope this helps!

-Kurt

May 27, 2019 - 6:25am

Thanks you very much for the provided links, especially the first one I didn't spot by searching myself.

Obviously we are are not the first ones to ask for this feature which is quite basic on a business perspective. We could of course spend some days (and money) building custom code to implement this behaviour while it should be built-in. Do you plan to include it in a future Pega release?

Pega
May 28, 2019 - 10:21am
Response to BernardM7769

Hi,

I'm not sure if this is currently planned, however our moderator team can make a request on your behalf for the desired functionality to be considered for inclusion in future releases.  I've discussed with a member of our moderator team, who I'm looping in here.

@MarissaRogers

May 28, 2019 - 10:29am

Thanks @KurtW_GCS!

I've submitted this in our internal enhancements system and updated the FDBK ID to the original post. Please take this FDBK ID to your Account Executive for next steps.

 

Marissa | Community Moderator | Pegasystems Inc.

May 28, 2019 - 11:00am
Response to MarissaRogers

Thanks a lot, girls & guys!

May 31, 2019 - 8:47am

Have you considered not making the case temporary at all and instead adding an SLA to the intake form that would automatically resolve withdraw abandoned cases after some period of time?

June 3, 2019 - 3:29am

Thanks for the suggestion. It could indeed make the job but have many side impacts and thus could only be considered as a technical workaround.

As in (nearly) every solution, user should have the chance to cancel an action he just started without impacts on the system. Pega supports this when an operator begins a task and then cancel it, but not when an operator creates a new case with attachements.

We understand that on a technical point of view, the evil is in the attachements, but it should be made transparent.

June 12, 2019 - 2:31pm
Response to BernardM7769

Have you found a solution? 

I am also curious what you meant by this:

We had to implement a tricky "Delete Case" capability which is also frustrating since deleted case ids are "lost"

Are you saying that you reserved an ID so that you could have an attachment but if the case was never submitted and persisted than the sequential ID is lost or never used?

June 13, 2019 - 4:32am
Response to dennis.grady

Hi Dennis,

The ultimate solution is to wait for product enhancement FDBK-60599 as stated by Marrissa.

About the tricky "Delete Case" workaround : as you guessed, we have to cope with lost sequential IDs. Losing IDs just because you clicked on "New Case" by mistake is not explainable to the business. On a technical point of view, we had to develop and have to maintain this "Delete Case" logic which by the way should also be built-in.