Question

Is deep linking back to opened case in Pega from emailed notification correspondence with link possible?

Hi,

Question:

Is deep linking back to a case in current step in Pega from a hyperlink sent by emailed notification as automated correspondence possible?

Prerequisite:

CSR or CSM is not logged on to Pega application.

Use case:

CSR or CSManager gets notified about specific case situation by automated email correspondence, which contains link.

Requirement:

The link in email - once clicked - shall allow to get back to sending Pega application, shall allow to cross user-log-on process gaining valid session and shall allow opening referenced case in current step from "deep link" for immediate action.

Business Use Case:

Manager is not always logged on and gets alerted by SLA warning with requirement for immediate action.

Regards

Markus

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Pega
June 13, 2019 - 12:15am

Hello,

You can achieve this requirement by implementing Direct Web Access. You will find more details in the link below:
https://community.pega.com/knowledgebase/articles/how-implement-directed-web-access