Successful case management involves individual contributors to complete steps in a structured way so that the case can be effectively resolved.
These steps are similar to entries on a checklist, which can represent whole procedures and sub-cases, representing goals to be achieved to resolve the event. However, without any context, for both PEGA application designers and the individuals resolving the event, the relationships and dependencies between these goals are invisible. You provide both PEGA application designers and end-users with an overview of the entire lifecycle of the case by grouping these elements into phases.
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Case phases as they appear in an open case in the portal of Case Manager 7.
If an accounting department decided to construct a case management PEGA application to organize the acquisition, delivery, and performance of products and services, a PEGA application designer might split the workflow into a series of case phases representing groupings of associated tasks, such as:
- The employee files their request (requestor).
- To the order, a vendor is attached.
- A price is quoted for each good or service.
- The purchasing PEGA application is routed through the required chain of approval.
- The requested goods and services are procured and given to the applicant.
- The request for purchase is closed.
- You group the steps to be done during each level, activities, procedures, and sub-cases, providing developers and end-users with a clearer view of the lifecycle of the case.
Stage-based PEGA application for case management to handle purchase requests.
Case lifecycle management makes it possible for a PEGA application designer to postpone the production of any purchase order before the purchase request reaches the required stage and controls the phases of each subcase of the purchase order regardless of its parent purchase request.
With the lifecycle management of events, you can as follows.
- Simple transfer between task classes, without the need for complex logic for switching.
- Establish relationships of precedence and dependence between processing tasks.
- Provide a broad picture of all the tasks, procedures, and policies that constitute an event.
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Plan a lifecycle of cases.
PEGA application Express generates one or more case types according to the details you provide, as part of the process of developing a new PEGA application.
Each type of case consists of a series of phases that allow tasks to be collected in a loose sequential order by PEGA application designers. The main phases and alternative stages consist of events. A primary stage is a portion of the desired, optimal path for the case to be resolved, while an alternative stage is a deviation from the preferred path, such as a series of steps that are not carried out at a consistent point in the case’s lifecycle.
You can add and remove steps within each point. A move is the fundamental processing operation that must be undertaken to resolve the situation, comparable to an item on a checklist, such as:
- Collect and order objects.
- Delivery fee estimate.
- Approve Submission.
In order to resolve the case, a move may represent either an individual task, a subprocess, or a subcase that must be completed.
To add a new stage step:
- Place the cursor above the point.
- Select the Add Placeholder Phase option that appears.
Specify the name of the stage. The phase uses the current flow if the name refers to an existing flow law. Otherwise, the flow rule with the name you specify is created by PRPC.
To delete a move, click the icon StepOptions.png on the Step Options menu and choose Delete Step Options. Deleting a move only deletes the step from the point and does not remove the step-referenced flow law.
The Process Outline helps a PEGA application designer to drill down into the process described by each step in order to provide insight into a step’s logic. Click Configure Process Information, visible at the bottom of each phase, to open the Process Outline.
Click the Move Options menu to bypass the Method Outline and to display the flow rule directly, and select Open.
Set Up Case Steps
The options provided in the Phase Settings dialogue are listed in this section. See the Control Your Flows with Process Outline article for updating the flow rule represented by the phase.
Each phase represents an action that must be carried out to process and eventually resolve a case and can be programmed to mirror a workflow in the real world. As part of the overall case lifecycle, the Step Configuration dialogue helps you to monitor the actions of each step. Hover over the move to open this dialogue for a specific step, open the Step Options menu when it appears, and pick Customize Step Behaviors.
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A sample dialogue for Phase Configuration
With this dialogue, it is possible to:
To define the stage, add a specification. This enables company analysts to define the step functionality before PEGA application designers start implementing it.
Set up the move as a single job, a process, or an event. Single-step tasks and situations are single-shape flows. By digging down to the property panel for the form, rather than showing the flow diagram, the Method Description handles these flows differently.
Control when the phase can be performed by users, which enables you to configure processing paths in parallel within a point.
To execute steps only when they need to be done, define requirements for missing the step entirely.
To define a stage, add a specification as follows.
- There is a rich-text editor in the top portion of the Step Configuration that you can use to record the purpose of the step.
- Rich-text editor of specifications from the Step Configuration dialogue
- The information you provide is automatically stored as a rule of specification, which can be checked on the Case Designer Requirements page. The specification associated with that flow appears in the dialogue when you reuse an existing flow.
Change the form of move
Each new step is a single-step method by design, containing one assignment. By selecting either a Multi-Step Process or Case from the Step Form drop-down list, you can adjust a step to represent either a multi-step process or a subcase to build.
Sequential or simultaneous start of steps
Steps can be programmed to either run in sequence, or when the case reaches that level, run simultaneously. By default, your PEGA application sequentially executes the steps in each level, beginning with the stage’s first (top) step. You may designate a step to run when the case reaches the stage that contains the step to allow for parallel processing of steps.
Select upon stage entry to allow an end-user to perform the move when the case enters the stage. A blue double line indicates steps that run upon entering the phase, denoting the different processing paths available in the phase. Steps are sequentially processed within each route.
In the Stage Designer, only upon entry into the stage can parallel paths be created. You must use a Split-Join shape in the flow rule for that move if you need to set a parallel path at a later point.
As a re-entry point for the stage, only steps that are carried out upon stage entry and steps that establish sub-cases can be used. See the Developer Support Subject Entry Point for more detail on entry points.
Conditionally carry out steps
Each step can also be programmed with a rule of when to test whether or not the step should be skipped. For example, if you want to model a case for opening a bank account and you want to skip a step if the applicant is an established customer, you can use the When rule to test whether the applicant is already a customer. If the When rule returns a true output, when processing the event, your PEGA application skips the stage.
I hope you reach to a conclusion about case management in PEGA application for a CPBA. You can learn more than Pega cpba training.