Setting Case Status

1 Task

20 mins

Visible to: All users

Beginner

Pega Platform '24.2

Case Management

User Experience

Constellation

English

Scenario

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.

Challenge Walkthrough

Detailed Tasks

1 Configure Case Status and add instructions to Steps

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!.
In the App Studio navigation pane, click Case Types > Service Request.
Click the Schedule repair Step.
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.
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.
Click the Perform repair Step.
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.
In the Instructions for user field, enter Perform and document the repair.
Click the Resolution Stage to verify the Case Status in the property pane on the right.
In the Resolution status field, confirm that Resolved-Completed is selected.
Click Save to complete the configuration of Case Status settings in the Case Life Cycle.

Confirm your work

In the upper right, click Save and run to run a new instance of the Service Request Case Type.
In the Report problem View, select a Request type.
Click Next to advance the Case.
In the Address View, enter an address.
Click Next to advance the Case.
Click Next to advance the Case.
Click Submit to advance the Case to the Review Stage.
In the Schedule repair View verify that the system displays the instructions and ensure the Case Status is displayed as OPEN.
Select a Due date of tomorrow, and click Submit to advance the Case.
In the Perform repair View, verify that the system displays the instructions and ensure the Case Status is displayed as PENDING-FULFILLMENT.
Enter values in the Setup time, Repair time, and Cleanup time, and then click Submit to continue to advance the Case.
Verify the Review repair View is displayed as an Approval Assignment.
Click Approve to accept the repair.
Verify the Case Status is displayed as RESOLVED-COMPLETED.