Discussion

Ask the Expert - Case Management with Vijay Vaddem & Drew Piekarski

Meet Vijay:

Vijay is a Product Manager from Developer Experience backlog, primarily focusing on Case management and Survey product areas. He has been working closely with customers in building and delivering case management based solutions for more than 12 years. At Pega, he has been working on improving Case design and Pega Survey related capabilities.

Meet Drew:

Drew is the Director of Case Management, responsible for Case Design, work processing, collaboration, Survey, DCO, and Project Management tools. He has been in Product Management at Pega for over 6 years wearing many different hats.

Message from Vijay & Drew:

"We are excited to be a part of this community initiative because nothing is better than hearing directly from our partners and customers. For the next 3 weeks we hope to answer all your questions on Pega Case management, DCO, Social, Survey and related areas, as well as provide some vision to the future of Case Management."

Ask the Expert Rules

  • This is not a Live Chat - Vijay and Drew will reply to your questions over the course of this three-week event
  • Questions should be clearly and succinctly expressed
  • Questions should be of interest to many others in the audience
  • Have fun!

 

Do You Have a Question from Vijay and Drew? Leave a Comment below!

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October 17, 2016 - 9:30am

I have observed that the import case utility imports everything from the framwork layer to implementation layer but the user reference field created in FW layer for routing the assignment to an operator in Approval Utility. Is this an expected behavior or an issue? If it is an issue, how do we resolve? 

The user reference field is created in the FW layer and I can select it from the dropdown. However, I cannot select anything from the dropdown in the implementation layer.

Mod
October 18, 2016 - 12:21pm
Response to DyanG412

Hello!

This post was identified as more of a community troubleshooting question. Please click Write a Post and post in our main section.

Regards,
Lochan  |  Community Moderator  |  Pegasystems Inc.

Lochana | Community Moderator | Pegasystems Inc.

October 19, 2016 - 12:37am

Hi,

Is there an OOTB option to override the case urgency in "Bulk Actions" option in Case Manager Portal. (Transfer Assignment is there in OOTB to bulk transfer the cases)

Please help!

Thank You,

Jayami Dayarathna

October 19, 2016 - 2:43am
Response to JayamiD3

Case urgency refers to a property of type .px which is an auto computed and cannot be overriden from user interface screens. 

Pega
October 19, 2016 - 8:24am
Response to JayamiD3

HI Jayami, 

If you are looking to update your case urgencies in bulk, you have a few options.The best is to add a local action to your casetype that updates the urgency (there should be on OOTB). This makes that action available at anytime for that particular casetype.  Bulk processing finds the union of all available actions for the cases you have selected, so make sure that any case instance you have selected in bulk processing has the ability to update urgency. Update Urgency should now be an option in your bulk processing. 

Also, transfer also allows the ability to update the urgency as well when moving cases/assignments to other members or work queues. 

-Drew

October 21, 2016 - 1:59am
Response to piekd

Hi Drew,

Thank you for the reply. Yes what I needed to know whether there is an OOTB option to bulk overide the case urgency just like Transfer Assignment in Bulk Actions option. As you mentioned there is an OOTB option. I will look for that. So far I was unable to find it.

Thank You!

Jayami Dayarathna 

October 19, 2016 - 10:59am

Hi, the client wants a way for them to see which rules in the decision flow are being fired (aka where is the case moving in each step of the decision flow) for each case. I know that the audit trail OOTB follows a high level process on where the case is in its lifecycle but is there a way to see where the case is moving in the decision flow? Thanks for taking the time to answer this!

Sincerely,

Brandon

October 20, 2016 - 5:55am

Hi Brandon,

Can you please elaborate on the business use case the client is looking at? It would be good to know the business problem such feature would address. 

Also, in addition to the case audit details you mentioned, at the flow model level, we also have "Where am I" capability which indicates where exactly the process is at the time of execution. 

Regards,

Vijay

 

October 20, 2016 - 8:56am
Response to VijayVaddem

Hi Vijay, 

Thanks for taking the time to respond. The client has automated the process to assign service requests coming from the customer and matching those service requests to the appropriate engineer (this process is done through decision logic i.e decision trees, filters, etc.) The business is currently having issues that need to be fixed in this process but they don't necessarily know what is going on in the decision logic. Essentially they want to understand what rules/filters/decisions are being applied to filter and match each service request to an engineer. 

Thanks,

Brandon

October 25, 2016 - 6:55am
Response to BrandonA

Hi Brandon,

How does the decision logic gets invoked? Is it from a process model? If yes, using Work-addHistory utility API might be useful to atleast capture which execution path a process model is going through. You can add specific details in the history memo. However, this might help only in capturing information about which decision rule or process flow path has been traversed. It may not provide details about which branch within a decision tree is evaluated to match a service request. 

Thanks,

Vijay

 

 

 

October 20, 2016 - 3:06pm

HI ,

I have a requirement that , a case has 2 subcases. 

In case Operator "A" has worked on Subcase 1 for the Case then he should not be presented the Subcase 2 for that Case. and  if he OOpeartor "A") has not worked on Subcase 1 then he can be presented Subcase 2 ( via Gentnext) 

 

Could you please let me know how to achieve this 

 

Thanks

khirod

October 24, 2016 - 1:50am
Response to KHIRODPANDA

Hi Khirod,

GetNextWork works on assignments the user can perform. The assignment to be worked upon depends on various factors including urgency, skills, the workbaskets they are delivered to and the operator’s work preferences.

In your scenario, when you refer to a sub-case, a sub-case can have multiple assignments across different stages. It’s not clear if these assignments are routed to workbaskets or operator’s worklist.

You need to evaluate all these factors and decide on the best possible approach to customize the default GetNextWork implementation. There are many activities which can be customized including: GetNextWorkCriteria decision tree and GetNextWork list view.

I would also recommend to go through the article “Everything about Get Next Work” which also explains about above extension points. Hope this helps.

-Vijay

Pega
October 25, 2016 - 9:48am
Response to VijayVaddem

Vijay,

can you confirm the search order of the workbaskets?

There is this comments re GetNextWork: Workbaskets are checked for the next assignment to perform in the order listed (by default).

In the Operator ID record, there are two places a WB can be associated with an operator: through the Work groups section, and then in the Workbasket section. 

Given that I can now associate an operator with more than one work group, if I have the following defined on an operator ID, would the search order be as indicated?

 

eddie

Pega
October 25, 2016 - 1:33pm
Response to eddie.jm

Hi Eddie, 

As of today, Get next work only looks at the workbaskets listed on the operator record given their order and threshhold. We do not look at WBs listed on the work group. 

October 21, 2016 - 6:30am

Hi,

Can we expect the case management specialist certification for Pega 7 any soon this year?

-Saikat

October 24, 2016 - 1:37am
Response to Saikatc8

Hi Saikat,

I just did a quick check with academy team and curriculum development roadmap. At the moment, there is no immediate plan to introduce Case Management certification on Pega 7. However, I would recommend to check Pega Academy course library again sometime later for any further updates on this topic.

Vijay

October 27, 2016 - 8:35am

Hi Vijay

I have faced some weired issue during case run.

Below thread contains the information.

Could you please suggest on this.

https://pdn.pega.com/community/product-support/question/case-management-step-deletion

October 27, 2016 - 2:58pm

Hi Vijay,

I am unable to add SpaceTitleBar icons in composite portal 6.2 SP1. There is a post already which indicates some FDBK-9551 product enhancement related to this. Below is the link

https://pdn.pega.com/support-articles/how-show-spacetitlebar-icons-composite-portal

Can you suggest how to proceed?

October 28, 2016 - 7:10am
Response to RAMVIRTUSA

Hi,

For Pega 6.x composite portals, there is no OOTB support for having space title bar icons.

With Pega 7, we have added a lot of great improvements in our portals and it is recommended to consider moving to Pega 7 to take advantage of these new capabilities. To compare with space title bar features, in Pega 7, you will see that forward and back buttons to move across work items is being replaced with Recents gadget. Refresh is made available on all the widgets within the portals, Print of a list view is moved into Report section where you can also export to PDF and excel formats. Hope this helps

-Vijay

 

 

 

October 31, 2016 - 6:58am

October 31, 2016 - 8:06am
Response to AdityaViswanatha

It's not clear what the issue is from the details you shared in the other thread. I've added some more questions with clear set of instructions to understand the issue better. Let's continue the discussion there to avoid any duplication of posts here.

November 1, 2016 - 10:14pm

Hi,

May I know if there is an OOTB solution to send case back with original data. 

Scenario :

user A submit case1, and the case1 router to user B, B update some fields and submit case1 to C.

A found some data is incorrect, then C need to send back case1 to B, and B send back to A.

the problem is how to get original data for A before B updated.

is there any pega solution for this scenario ?  Thanks very much.

 

November 4, 2016 - 6:17am
Response to wangv979

Hi,

You can define your own local actions or add utility shapes at specific points within the flow. Define logic to take a snapshot of the data (which you want to retain/restore) at a specific point, store it in your data model and provide options to restore the data from those snapshot points. 

- Vijay

November 4, 2016 - 5:24pm

Thank you to everyone for your questions and thanks to Vijay and Drew for being our Ask the Experts this time around! 

Marissa | Community Moderator | Pegasystems Inc.