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Challenge

Setting case status

2 Tasks

20 mins

Visible to all users
Beginner Pega Platform Case Management English

Scenario

After reviewing the progress on the service request case development, the MyTown mayor and the services coordinator see additional areas for improvement.

The mayor and the services coordinator want to add instructions and specify case status at the beginning of the Schedule repair and Perform repair steps, and want the Resolution stage to resolve the case with the Resolved-Completed status.

The mayor and the services coordinator provide the following table that lists 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!

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 Configure case status and add instructions to steps

  1. In the App Studio navigation pane, click Case types > Service Request to display the Service Request case life cycle.
  2. On the Service Request case life cycle, click the Resolution stage to set the case status in the property pane on the right.
  3. In the Resolution status field, confirm that Resolved-Completed is selected.
    Resolution stage status
     
  4. In the case life cycle Review stage, click the Schedule repair step to set the case status and add instructions in the property pane on the right.
  5. In the General tab of the property pane, in the Set case status field, enter Open to set the case status when the case enters the Schedule repair step.
  6. 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
  7. In the case life cycle Resolution stage, click the Perform repair step to set the case status and add instructions in the property pane on the right.
  8. 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.

  9. In the Instructions for user field, enter Perform and document the repair.

    Perform repair step status
  10. Click Save to complete the configuration of case status settings in the case life cycle.

2 Confirm your work (section not graded)

  1. In App Studio, in the Settings tab of the Service Request case type, select the Skip 'Create' view when users create a new case check box.
  2. In the upper right, click Save and run to run a new instance of the case type. The system displays a new Service Request case.
    Save and run button
  3. In the new Service Request case, verify that the system displays the Report problem step and click No, advance the case to continue the case and move to the Identify location step. 
    New service request case
    Note: The system prompts you to configure a view for the step. Configuring a view is out of scope for this exercise.
  4. Click No, advance the case to continue the case and move to the Request updates step.
  5. Click No, advance the case to continue the case and move to the Schedule repair step.
  6. In the Schedule repair step, verify that the system displays the instructions. Ensure the case status at the top of the screen is displayed as OPEN
    Case status schedule repair
  7. Click No, advance the case to continue to the next step.
  8. In the Perform repair step, verify that the system displays the instructions. Ensure the case status at the top of the screen is displayed as PENDING-FULFILLMENT
    Case status perform repair
  9. Click No, advance the case to continue to the next step.
  10. Verify the Review repair step is displayed as an Approval assignment with a prompt to Please approve or reject this Service Request.
    Note: Approval assignments are configured with this prompt automatically.
    Note: It is not necessary to enter a response in the Notes field to progress the case. 
  11. Click Approve to accept the repair. Verify the case status is displayed as RESOLVED-COMPLETED
    Case status case is resolved


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