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Setting Case Status

1 Task

20 mins

 Visible to: All users
Beginner Pega Platform 8.8 Case Management Constellation English
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Scenario

Note: The framework of this challenge uses the view-based Constellation architecture of Pega Platform. To practice this challenge on the traditional UI-based architecture Theme Cosmos, see the Setting case status version 8.7 challenge.

After reviewing the progress on the service request case development, the MyTown Mayor and the Services Coordinator see additional areas for improvement and request the following changes:

  • The Schedule repair and Perform repair steps should display instructions and specify the case status.
  • The Service Request case is resolved automatically when the Resolution stage is complete. The Resolution stage should reflect the resolved case status. 

The Mayor and the Services coordinator provide the following table of the desired case statuses and instructions.

Step or Stage Status Instruction
Schedule repair step Open Assign a due date for the issue
Perform repair step Pending-Fulfillment Perform and document the repair
Resolution stage Resolved-Completed (none)

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

Role User name Password
Application Developer author@mytown 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.

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

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

Challenge Walkthrough

Detailed Tasks

1 Configure case status and add instructions to steps

  1. In the Pega instance for the challenge, enter the following credentials:
    1. In the User name field, enter author@mytown.
    2. In the Password field, enter pega123!.
  2. In the App Studio navigation pane, click Case types > Service Request.
  3. Click the Schedule repair step.
  4. In the General tab of the property pane, in the Set case status field, enter or select Open to set the case status when the case enters the Schedule repair step.
  5. In the Instructions for user field, enter Assign a due date for the issue.
    Note: When entering an instruction, do not end the instruction with a period. Adding a period to the instruction text causes an error when processing a case. To avoid an error, add double quotation marks (") to the beginning and end of an instruction that includes a period.
    Schedule repair step status
  6. Click the Perform repair step.
  7. In the General tab of the property pane, in the Set case status field, enter or select Pending-Fulfillment to set the case status when the case enters the Perform repair step.
  8. In the Instructions for user field, enter Perform and document the repair.
    Perform repair step status
  9. Click the Resolution stage to verify the case status in the property pane on the right.
  10. In the Resolution status field, confirm that Resolved-Completed is selected.
    Resolution stage status
     
  11. Click Save to complete the configuration of case status settings in the case life cycle.

Confirm your work

  1. In the upper right, click Save and run to run a new instance of the Service Request case type.
  2. In the Report problem view, select a Request type.
  3. Click Next to advance the case.
  4. In the Address view, enter an address.
  5. Click Next to advance the case.
  6. Click Next to advance the case.
  7. Click Submit to advance the case to the Review stage.
  8. In the Schedule repair view verify that the system displays the instructions and ensure the case status is displayed as OPEN. 
    Highlighting the work status and user instructions for the Schedule repair view.
  9. Select a Due date of tomorrow, and click Submit to advance the case.
  10. In the Perform repair view, verify that the system displays the instructions and ensure the case status is displayed as PENDING-FULFILLMENT.
    Highlighting the work status and user instructions for the Perform repair view.
  11. Enter values in the Setup time, Repair time, and Cleanup time, and then click Submit to continue to advance the case.
  12. Verify the Review repair view is displayed as an Approval assignment.
  13. Click Approve to accept the repair.
  14. Verify the case status is displayed as RESOLVED-COMPLETED. 
    Highlighting the work status association with the Resolution stage.

This Challenge is to practice what you learned in the following Module:

Available in the following missions:

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