Question

How to customize Re-Open case by showing section before case is reopened

Folks,

We have a requirement such that once case is in status "Resolved-Closed", it can be reopened from actions menu.

Users can click on Reopen from menu and a section should be shown on current harness capturing details for reason of reopening a case and then finally using PEGA OOTB to reopen case.

We are able to show the section capturing reopen details in pop-up by setting target=pop up but unable to do in current harness.

Trying to show section with target=replace current harness gives an error "Local actions are available only when you are performing the assignment."

Any help on same is appreciated!

Comments

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August 4, 2019 - 12:25pm

Option 1: Open the case in OOTB Reopen harness. You may need to specialize the Reopen harness content as per your requirement. Upon submission of this harness/screen, PRPC will reopen the case.

 

Note: The standard way of reopening a case is - https://community.pega.com/sites/default/files/help_v722/procomhelpmain.htm#basics/portal/casemanager/cm-reopening-a-resolved-case-tsk.htm

August 20, 2019 - 3:50am

I used "Reopen" harness. Customized it to show my section rule and showed it on button using Launch Harness action.