Adding optional actions to a workflow for BAs
2 Tasks
10 mins
Beginner
Pega Platform '24.2
Case Management
User Experience
Constellation
English
Scenario
GoGoRoad wants to assure customers that their assistance requests can be cancelled at any time. Not only does the cancel request functionality provide their customers with flexibility, but it also adds business value for GoGoRoad by preventing the dispatch of services that are no longer needed.
To accommodate this business requirement, the project team uses Pega Platform™'s Optional actions feature. Optional actions complement a Case by providing out-of-sequence actions that do not change the flow of a Process or Case, but help to provide additional information or processing flexibility to the Case Type. Examples of Optional actions include cancelling an active Case, or updating the address of a service request.
User Story
As a GoGoRoad customer service representative (CSR), I want to be able to cancel a service request at any point during a Case so that GoGoRoad does not dispatch service providers that customers no longer need.
Technical notes documented by the System Architect
- A pre-configured Cancel request Process is added to the Assistance Request Case Type as a case-wide optional action.
- The Cancel request Process advances the Assistance Request Case to the Cancellation Stage if the user decides to cancel their assistance request.
The following table provides the credentials you need to complete the challenge:
| Role | User name | Password |
|---|---|---|
| Business Architect | author@gogoroad | pega123! |
Note: Your practice environment may support the completion of multiple challenges. As a result, the configuration shown in the challenge walkthrough may not match your environment exactly.
Challenge Walkthrough
Detailed Tasks
1 Add the Cancel request process as a case wide action
- In the Pega instance for the challenge, enter the following credentials:
- In the User name field, enter author@gogoroad.
- In the Password field, enter pega123!.
- In the navigation pane of App Studio, click Case types > Assistance Request to open the Assistance Request Case Type.
- In the upper-right corner of the Workflow tab, click Optional actions to display the window.
- In the Case wide actions section, click Action > More > Processes to display a list of available Processes.
- In the list of Processes, click Cancel request > Select to add the Cancel request Process to the list of Case-wide actions.
- In the upper-right corner, click Save to apply the changes to the Assistance Request Case Type.
2 Review the Cancellation Stage settings
- In the upper-right corner of the window, click Life cycle to return to the Assistance Request Case Life Cycle.
- In the Alternate Stage section, click the Cancellation Stage.
- In the contextual properties pane on the right, ensure that:
- the Resolve the case radio button is selected,
- the Resolution status is set to Resolved-Withdrawn,
- the Delete open assignments checkbox is selected.
Confirm your work
- In the Assistance Request Case Type, in the upper right, click Save and run to create a new Assistance Request Case.
- In the Identify issue Step, select a service type, and then click .
- In the Identify customer Step, select a customer and then click .
- In the Assistance Request Case summary panel on the left, click Actions > Cancel request to cancel the Assistance Request Case.
- In the Cancel request Step, select Yes, cancel my request, and then click .
- Confirm the Assistance Request Case is updated with a status of Resolved-Withdrawn.
This Challenge is to practice what you learned in the following Module:
Available in the following mission:
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