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Case management – configuration settings in stages, processes and steps

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Introduction

  • This is the continuation of my previous post.

Please go through my previous post before proceeding.

Case management – Introduction

In this post, we will see more in detail about the configuration settings available in stages, processes and steps

What are the configuration settings in each stage?

Click on the stage label. On the right side, you see the configuration settings for stage.

General tab

When all processes in this stage are complete

a) Automatically move to next stage – Maximum we use this option and it is default selected.

Assume you are in the first stage “Request”. After you complete the ‘Attach Claim Proof’ step and submit, the case automatically moves to ‘Investigation stage.

b) Wait for user action

Even after all the processes and steps are completed, the case remains in the same stage.

It needs some manual user action to complete the stage. Let’s see it in action J

Step 1: In the first stage Select ‘Wait for user action’ and save the case.

Step 2: Run the case.

You will see ‘Complete stage’ button, in every step. On click on complete stage, you can move to  the 2nd stage.

c) Resolve the case

  • You can also resolve (complete) the case at any particular stage.
  • As per my design, once the claim amount is settled, I can resolve the case. So, I Updated this configuration in the last stage. Once the processes are completed, then the case will be resolved.

Delete open assignments upon resolution –

When you spin off or do any type of parallel processing, then more than one assignment is always possible. So it’s always good to delete those open assignments if any, upon resolution. If you don’t delete it, then the assignments may be orphaned!!

Service level agreement –

Earlier in my SLA post, I would have explained you in detail about flow level and assignment level SLA.

  • Here in case designer, you can specify a SLA for a stage. So this SLA fires when the case enters the stage. This is a very good feature :).

You can implement the stage validation in 3 ways.

a) Skip Stage when – You can specify a when rule here. If the when rule evaluates to true, then the stage will always be skipped.

Say for example, you have a business requirement like If the Claim amount is less than $100, then no Approval is required. In such case, you can define a when rule and specify it in the 3rd stage.

So, when  stage 2 is completed, then the when rule is evaluated for stage 3 (Approval) and if it is true ( Claim amount < $100), the case skips the approval stage and enters the stage 4.

b) Set entry validation – You can specify a validate rule. Validate rule can be used to verify certain pre requisite criteria.

For example, you have a requirement like before entering the investigation stage, all the claim details must be collected. In such case, you can specify  a validate rule to evaluate the criteria. In such exception case, the corresponding error message is shown in the user portal.

c) Attachments required for stage entry – You can specify certain attachment categories (documents) are required for this stage.

For example, investigation stage requires, claim proof document. Let’s define and test it.

Select dropdown is empty!!! 🙁

You need to do some pre requisites to add an attachment category.

Step 1: Create a new attachment category rule.

Leave the default configuration. We will see about attachment category in separate post.

Step 2: In the case designer, go to Settings tab.

Click on Attachment categories – Add attachment category

Category – Specify the attachment category you created before

Required for resolution – This is a validation constraint.

  • If true, then the attachment category is mandatory to resolve the case.

Property reference – You can specify the meaningful property name. System creates a pagelist property and use at runtime to access the attached documents in the Claim proof attachment category.

  • Click Ok and save the case.

Step 3: Return to work flow tab. Select the Investigation tab and provide the attachment category  as required attachment.

Save the case.

Step 4: Run the Case. In the Attach claim proof step, attach the document of type ‘File’ ( Not Claim Proof) and proceed.

Click Attach. You get the expected error 🙂

Step 5: Now upload the file of attachment category ‘Claim Proof’ and proceed.

You should be able to proceed to Investigation stage.

What are the configuration settings in each process?

  • Click on the process. On the right side, you see the configuration settings for the selected process.

Start when – You can conditionally start the process. By default, ‘Always’ when rule is used in every stages. You can use different when rule based on your requirement.

Service level agreement – You can define a SLA for the process.

  • Now you may get a question, what will happen If I specify a SLA here and also in the flow rule process rule.

SLA defined in the case designer takes precedence over SLA defined in the flow rule.

I will show you, how to check which SLA takes precedence.

Step 1: Update the Process level SLA – default.

Step 2: Open the ClaimRequest flow and specify a different SLA – External.

Note: Usually process level SLA spin off a new flow for SLA processing

Step 3: Run the Case and reach the ClaimRequest process.

Step 4: Open the clipboard.  

Flow ‘pzInternalProcessFlow’ is spun off to support process SLA processing. You can see the ‘Default’ SLA takes precedence.

What are the configuration settings in each step?

  • Click on the step. On the right side, you see the configuration settings for the selected step.

This is a simple assignment step.

General tab

Route to –

You can specify to which operator / workbasket you need to route.

Set Case status – set the status

The main thing to note here is, Whatever you update here will reflect in the flow assignments.

Step 1: Update the fields.

Step 2: Open the ClaimRequest flow – Collect Information assignment. Values are automatically updated.

Configure view – For assignments, you can configure the view ( properties to be displayed in the assignment flow action).

Click on configure view.

  • You can define field, or any existing view or data type.
  • Let’s add newly created properties for claims data model. I am adding Claim Amount, Customer Name and Insurance ID

  • You can also use condition tab, to define validations (pega creates a validation rule to the assignment and add it in the flow action)

  • Submit the view.
  • Now open the ClaimRequest flow -> CollectInformation flow action -> CollectInformation section.

  • You can use ‘convert to full section editor’ to see the normal section view.

Note: If you add or update any fields manually in this section, then you cannot use ‘configure view’ from case designer.

Goal & deadline tab

Service level agreement

a) Custom – If no existing SLA rule is available, then you can specify the Goal and deadline time in the fields provided.

On save, Pega creates a new SLA rule at the back end 🙂

I am using the Goal as 1 days, save the case.

Check Records ->Process ->Service level agreement

  • The selected SLA will be reflected in the flow assignment SLA.

b) Use existing – You can use existing SLA rule.

The selected SLA will be reflected in the flow assignment SLA.

We are at the end of this post!!

I will explain different case management features in the coming post 🙂

  1. Sowjanya kanna Sowjanya kanna

    Awesome Post Prem
    Thank you

    • Premkumar G Premkumar G

      Thank you so much, Sowjanya. 🙂
      You are welcome. 🙂

    • Praveen Praveen

      Hi Prem,
      Thanks for the help .Need help With Data propagation getting data or copying from parent case screen to child case screen with example.
      Thanks once again I like your blog follow every thing to learn

  2. Ankit Ankit

    Hi Prem,

    When I configure attachments under validation category in Case Designer, New Harness is being displayed even though I have skipped New Harness creation at pyStartCase flow. There is an error message at New Harness to attach attachment type before proceeding. Hence, I am unable to proceed. Please help me out to resolve it.

    Thanks,
    Ankit

    • Premkumar G Premkumar G

      In the case designer – settings general you have to skip new harness. Please check it out

  3. Ankit Ankit

    Hi Prem,

    I didn’t find any way to skip New Harness at case designer. Can you please elaborate it or may be a screen shot can work. Sorry for any inconvenience caused.

    Thanks,
    Ankit

  4. sravani sravani

    Hi Prem,

    Good explanation ! your post’s helps us to learn many things.Please mention which version of pega you are using.
    please post on the topics Case dependency and Case specialization too.

    Thanks,
    Sravani

  5. Kishore Kishore

    Good one Prem. I enjoy reading your blogs.

    Thanks,
    Kishore karanam.

    • Premkumar G Premkumar G

      Thank you, Kishore. 🙂 Glad to hear that you enjoy it. 🙂

      Regards,
      Premkumar G

  6. Chinmay Chinmay

    Hi,
    Kindly add Send Correspondences Chapter.

  7. Raghu K Raghu K

    Hi Prem,

    Thanks for the post. Really i am telling it is useful to all. 🙂

  8. Avinash Avinash

    Your blogs are awesome and quite informative!!

    • Premkumar G Premkumar G

      Thank you so much for your appreciation, Avinash. 🙂

  9. Sanjukta Dash Sanjukta Dash

    Hi PremKumar,

    How can we achieve data propagation from Child case to parent case and vice versa.

  10. Random7 Random7

    nice article. learnt few new thing. post more content

  11. Random7 Random7

    your comment is awaiting moderation. —> it feels like some kind of censorship. this thing does not feel good mate. so bascially only those comments will be visible that you like. great man..!!! apart from that you are doing job.. cheers mate!!!

  12. ramya ramya

    Hi Prem,
    What ever I am updating like sla, operator details those are not getting reflected in the assignment shape of the flow. Can you please let me know the reason

  13. Ramakrishna dasari Ramakrishna dasari

    Hi Prem ,
    what a clean& nice explanation, i am glad to read your posts.

    Thank you so much prem.

    Ramakrishna dasari

    • Premkumar G Premkumar G

      Hello Ramakrishna Dasari,
      I’m glad to know that you like my posts. Thank you so much for your appreciation. 🙂
      You are most welcome.

      Regards,
      Premkumar G

  14. S p reddy S p reddy

    Hi prem ,
    Really excellent articles provided by you.you are the best trainer.i like your passion.keep it up thanks is not enough for your service

  15. Kiran Kiran

    Hi Prem,

    Can we add Two approval in One Stage.

    For Example: First i will route to one manager for approval , if the manager doesn’t approve in 10min it will goto another manager.

    Please let me know how can i implement this in case management.

  16. Pavani Pavani

    Hi Prem,

    Your blogs are more informative. Can you please write on Pega web mash up?

  17. Ramakrishna Ramakrishna

    Hi Prem,
    Can you help me on Data propagation on case management and sub cases, If possible please post with one example.

    Thanks in advance.

    Regards,
    Ramakrishna

    • Ramakrishna Ramakrishna

      Please help on above post .

  18. Hi Prem
    i have one doubt
    at the process
    whilw creating steps for one step
    i want multi step process dropdown option

    how can i get

  19. sulakkya sulakkya

    Hi Prem,
    Your blogs are clear and easy to understand.
    I do have a question though.
    If we assign the same SLA to case, flow and assignment, which one would get the precedence?

  20. Vineeth Vineeth

    Hi Prem,

    Thank you for such detailed and clear cut posts on Case Management. Posts like this help a lot. Hope you keep posting all the good stuff and help many people like me.

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