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Challenge

Designing a case life cycle

Scenario

The mayor of MyTown wants to increase resident engagement and improve the town’s responsiveness to issues raised by residents.

To achieve this goal, the services coordinator wants residents to submit service requests that available city services can resolve. To begin the process, the mayor and the services coordinator have outlined a workflow for submitting, reviewing, and resolving service requests and want to design a case type to manage such requests.

The following table provides the credentials you need to complete the challenge.

Role User name Password
Application Developer author@mytown pega123!

Challenge Walkthrough

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Detailed Tasks

1 Create a Service Request case type

 

  1. In the Welcome to your new application window, click Create case type. The Create case type window is displayed.
    welcome to your new application window create case type
  2. In the Case type name field, enter Service Request
  3. Click Next.
    create case type window service request
  4. On the Workflow tab, click Add workflow to add a new case life cycle. The new case life cycle is displayed with a text box for the first stage name.
    service request case type add workflow
  5. Under Case life cycle, click the View: Steps, Personas, Data, Releases menu to display a list of check box items.
    case life cycle view steps personas data releases
  6. Clear the Personas check box to hide the Personas section in the case life cycle.
  7. Clear the Data check box to hide the Data section in the case life cycle and automatically clear the Releases check box.
    Note: For this challenge, the full scope of the MyTown project is handled in the initial release. You do not need to leverage the capabilities of personas, data, and releases in the case life cycle. Each time you log in to a system or perform a Save and run, you must clear the Personas, Data, and Releases options from the menu if you wish to hide this capability.
  8. Click outside the menu to hide the View: Steps, Personas, Data, Releases menu.

2 Add the Submission, Review, and Resolution stages

  1. On the Workflow tab, under View: Steps, in the field, enter Submission to add the first stage name and display the contextual property pane on the right.
    workflow submission stage
  2. In the General tab of the contextual property pane, select Automatically move to next stage to enable the case to advance automatically when the Submission stage is complete.
    stage configuration pane automatically move to next stage
  3. To the right of the Submission stage, click Stage to add a second stage.
  4. In the text box that is displayed, enter Review to add the second stage name and display the contextual property pane on the right.
  5. In the General tab, select Automatically move to next stage to enable the case to advance automatically when the Review stage is complete.
  6. To the right of the Review stage, click Stage to add a third stage.
  7. In the text box that is displayed, enter Resolution to add the third stage name and display the contextual property pane on the right.
  8. In the General tab of the contextual property pane, select Resolve the case to resolve the case automatically when the Resolution stage is complete.

3 Build the Submission stage

  1. On the Workflow tab, in the Submission stage, hover over Process and click Step > Multi-step form to add a multi-step form.
    submission multi-step form
  2. In the field that is displayed, enter Report problem.
  3. Click Form Step to add a step to the multi-step form.
    submission report problem form step
  4. In the field that is displayed, enter Identify location.
  5. Click Form Step to add a step to the multi-step form.
  6. In the field that is displayed, enter Request updates.
  7. Click the Submission process and enter Submit issue to replace the label and display the contextual property pane on the right.
    submit issue process
    Note: When a new process is created, Pega Platform™ automatically assigns the process name based on the stage name. You can change the default process name after creating the first step in that process.
  8. In the contextual property pane, under Horizontal navigation, click Change to select the navigation template.
    multi-step form configuration pane change navigation
  9. In the Select a template window, click Vertical navigation to display the navigation menu vertically.

4 Build the Review stage

  1. Under the Review stage, hover over Process and click Step to choose a step type.
  2. Click Collect information to add a step that collects user input.
  3. In the Collect information field, enter Schedule repair to name the step.
  4. Click the Review process and enter Review submission to replace the process label.
    Rename the review submission process

5 Build the Resolution stage

  1. In the Resolution stage, hover over Process and click Step to choose a step type.
  2. Click Collect information to add a step that collects user input.
  3. In the Collect information field, enter Perform repair to name the step.
  4. Click the Resolution process and enter Resolve issue to replace the process label.
  5. Click Step > Approve/Reject to add a decisioning task to display an Approve/Reject step under Perform repair and add an alternate stage to the case life cycle.
    resolve issue process approve reject step
  6. In the Approve/Reject field, enter Review repair to name the step.
  7. Click Step to add the third step to the Resolution stage.
  8. Click More to display three step type categories — Processes, User actions, and Automations.
  9. Click Automations to display steps automatically performed or processed by the system.
    add step automations
  10. Click Send email > Select to add a step that automatically sends preconfigured emails.
    add send email step
  11. In the Send email field, enter Send repair confirmation to name the step.
  12. In the upper right, click Save.The Service Request case life cycle is displayed with the stages and steps created.
     service-request-case-life-cycle

6 Confirm your work (section not graded)

  1. On the Workflow tab, in the upper right, click Save and run to save changes and create a new Service Request case type instance.
  2. In the new Service Request case, in the upper right, click Done to proceed to the Submission stage. 
    new service request case
  3. On each Collect information step, click No, advance the case.
    service-request-case-no-advance-vert
    Note: App Studio prompts you to configure views for each step in the case life cycle because you have not yet configured views. Disregard the message.
  4. On the Approval step, click Approve to complete the case.
    service request case approve


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