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Case Manager portal

Pega 7 Platform includes a standard portal that is recommended for new applications, the Case Manager. Your application can use the portal as-is, or copy it and tailor it to best fit your organization's requirements.

Case Manager portal — Basics

The Case Manager portal provides case managers with a standard user interface for:

Creating, viewing, and working on cases
Displaying unresolved cases, their subcases, and open assignments
Displaying associated content, users, roles, and subjects
Monitoring work group status, goals, and deadlines
Generating and displaying work management reports

To make the Case Manager portal available to operators associated with an access group, open the Settings tab of the Access Group form. Set the Default Portal Layout to pyCaseManager7, or add pyCaseManager7 to the Secondary Portal Layouts array.

Portal header

The Case Manager header is persistent and is available across all pages in the portal. It contains the following menus and options, detailed from left to right.

Click and select Case Manager 7 to open the Dashboard.

Create menu

The user clicks the menu to create a new case by selecting a case type's starting flow. The New user form appears in a new tab. To control the flows that appear in the list, select the Case Explorer, select a case type, and use the action menu command Show in / Remove from New Work Menu. If a case type has more than one starting flow, they all appear in the menu.

You can configure what appears on this list on the application rule.

Next Assignment

Find an open assignment that the operator can work on. The system generates the results based upon settings in the operator's Operator ID data instance. See Get Next Work processing to maximize user productivity.

Search

A case search feature is available in the upper right-hand corner of the portal. The user can perform a search using the following criteria:

All work
All unresolved work
Work last entered by me
Work last updated by me
Work resolved by me

Both work items and attachments can be searched. When you search attachments, an extra column is added to the results list indicating the number of matching attachments. Click the number to show a list of attachments. Click on an attachment to download it for viewing.

By ID
Entered by me
Associated by party
Resolved by me

Assigned to me
By workbasket
Urgent work
By Tag

Profile menu

Current operator's name. The user clicks the menu to:

Switch Apps — Select an application to become the current application from those listed in the operator's access group. See About Access Group data instances.
Switch Portal — Select a portal listed on the operator's access group instance.
Mobile preview — View the portal as it will appear in a laptop browser, tablet, or phone.
Bulk Actions — Transfer assignments from one operator (within the operator's work group) to another, from one workbasket to another, or apply a flow action repeatedly to all the assignments on a worklist. See Processing cases in bulk.
Profile — Display the profile of a requestor session, which is a collection of facts and values; many are derived from the Operator ID instance and other data instances.
Availability — Display the Scheduled Absence values listed in the operator's Operator ID instance. Users can add, delete, or edit the settings; the system automatically updates the Access Group rule form. Select No in the Active? drop-down list to disable the settings. See About Operator ID data instances.
Skills — Displays skill and proficiency values listed in the operator's Operator ID instance. You can add, delete, or edit the settings; the system automatically updates the Operator ID rule form. See About Skill rules.
Workbaskets — Displays the workbasket name and urgency threshold values listed on the operator's Operator ID instance. See About Workbasket data instances.
Log off — End the session and close the application.

You can customize the Data-Portal.pyCaseManager navigation rule to suit your requirements.

Overview panel

The following links on the persistent left side panel of the Case Manager portal allow the user to create, view, and work on cases:

Dashboard — Provides work statistics and data for work groups, individual operators, all workbaskets in an application, and individual workbaskets. Users can also reassign work to other operators in a work group or to workbaskets. See Case Manager portal — Using the Dashboard.
My Teams
My WorkList — Lists all open cases that are related to the user who is logged in (both assigned cases and cases being followed). Similar to the Dashboard in its layout, but cases cannot be assigned to new operators on this page.
Calendar — Lets users view goals and deadlines in an assignment SLA-based calendar.
Reports — Shows the Report Browser, which is a tool that provides access to all of the reports that are available to you.
Configuration — Displays items delegated to the user's access group. See Modifying delegated items.
Recent — Lists the five cases the user has most recently worked on.
Following — Lists the cases the user has indicated on a work form that she is are following.

Reducing the width of the portal in your browser may hide the Overview panel and display an expand icon to the left of the icon. To display the panel, click . The overall portal width is maintained but disables the area to the right of the panel. Click the area to enable it and hide the panel again.

When referring to the Clipboard tool, note that the portal creates a Thread named OpenPortal. When you open a new page (for instance, when you open a case or select Bulk Actions), the system creates an additional Thread and identifies it by name or case ID.

Dashboard

The Dashboard page provides resources for viewing and managing work statistics and data for cases and entire work groups, operators within a work group, and all workbaskets in an application.

An urgent work list displays the 15 items with the highest urgency values. A drag and drop feature enables users to select items in the urgent work list and transfer them to other operators or workbaskets listed in the Team Members or Work Baskets areas.

The user can use the Pega Pulse area on this page to interact with other operators in the work group. Additionally, the WorkGroup drop-down menu in the top right corner of the page can be used to navigate among work groups (applicable if the user is a member of multiple work groups; otherwise, only the current work group will appear in this drop-down menu).

See Case Manager portal — Using the Dashboard.

My WorkList

The My WorkList page lists all open cases that a user is associated with in some way (including cases directly assigned to the user and cases that the user is following). It is similar in appearance to the Dashboard page, although cases cannot be reassigned to new operators on this page.

My Cases

The My Cases page lists all open cases to which the user is directly assigned. Using a right-click menu, the user can:

Open, complete, or withdraw a case
Open local and connector flow actions
Create ad hoc work

See Case Manager portal — Using My Cases.

Calendar

The Calendar page contains the Goals and Deadlines calendar, which displays assignment goals and deadlines in an SLA-based calendar.

The user can:

View the dates by day, week, or month (default).
Double-click an assignment (listed by scheduled time and item ID) in the calendar to open the item.

Note: The calendar is configured in the pxCalendarViewGadget section included in the pyCMEvents section. If you wish to customize the calendar, open the gadget's Cell Properties panel and click next to the Use Section field to open the Parameters panel. See Case Manager portal — Using and configuring the Calendar.

Reports

This page displays the Report Browser, which lets the user:

Browse and search for available existing reports
Create reports and modify copies of existing reports
Use a library of SQL functions to build powerful expressions to return the data the report needs
Share report shortcuts with colleagues
Re-organize reports within defined categories
Run reports
Export reports to spreadsheets or as PDF files

Configuration

Displays the records delegated to the user's access group. Depending on their permissions, users can modify data types, decision trees, and paragraphs. See Working with delegated items.

Recent

Displays up to 20 cases you most recently opened or created. The most recent item appears at the top of the list. The list uses the pxRecent section, which you can customize to meet your requirements. For example, you can modify the:

Data that displays in the list
Number of items in the list
Style of the list

See Displaying a list of recent items in your application.

For instructions, see the PDN article, Displaying a list of recent items in your application.

Note: In order to see items in the Recent section, users must have an Access of Role to Object instance in the Applies To class System-User-Recents that grants the pxUpdateRecents privilege.

Following

Lists cases that the user is following. The user clicks an item to open its form. To follow a case, the user selects the Follow icon on a case's Perform or Review form . When a user follows a case, the user is added to the case as a work party with the role name Follower.

To begin following a case, the user must be able to temporarily lock the case. If the case is in use and cannot be locked, a message displays identifying the user who has currently locked the case.

When a user unfollows a case, the operator is removed from the Follower work party for the case.

Using the UI Kit to build or customize your 7.1 user interfaces

The UI Kit ruleset (UI-Kit-71) contains a complete set of rules and skins you can use for building or customizing 7.1 user interfaces. Employing UI Kit ruleset components rather than those in a Pega 7 PlatformPega 7 Platform ruleset allows for timely updates as new versions become available while avoiding backward compatibility issues. The ruleset also provides features designed to ensure responsive interfaces on mobile devices, and includes the most current, enhanced styles used by the pyEndUser skin.

To use the UI Kit ruleset in existing 7.1 applications, add it to the Application Rulesets list on your application form's Definition tab. By default, Application Express adds this ruleset to new applications built on standard Pega 7 Platform applications. Update the UI Kit ruleset with the latest available major version in order to take advantage of the latest features and stylings.

Rules in the UI Kit are final; to customize them, copy them into your application ruleset.

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