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Case life cycle design

Business process modeling

Pega Platform™ supports the case life cycle design modeling technique. This model enables business users to see and interact with a case the same way that they think about it. Each case life cycle contains stages, processes, and steps.

For example, the case life cycle for an Onboarding case type allows the HR, Facilities, and IT teams to set up a new employee for their first day.

To accommodate the complexity and specific needs of your business, Pega Platform supports different types and configurations for stages, processes, and steps. 

In the following image, click the + icons to learn more about the Onboarding case life cycle.

Note: Using Pega Express™, during case design, you define the case life cycle, the personas involved in the case type, and the data objects you need to complete case processing.  Capturing the initial case design is an integral part of the Pega Express methodology.

Stage transitions

When you design a case life cycle, consider how the case transitions from one stage to another. You configure stage transitions in the stage contextual properties pane, which is displayed in the following image.

Properties pane for a stage with the stage transition options

When all steps in a primary stage are complete, the case automatically transitions to the next primary stage by default. When users complete all the processes in one stage, the next stage begins. This option is not available for alternate stages.

Other stage transition options include waiting for a user action and case resolution. With the Waiting for a user action option, when all stage processes are complete, the case worker receives the option to complete the stage. With the Resolve the case option, when all stage processes are complete, the case automatically resolves. Additionally, if you select the Resolve the case option, the stage is denoted with a red bar. The two options are available for both primary and alternate stages.

Note: You cannot configure stage transitions on the Create stage.

Stage transitions with automations

Use Change stage automation steps to transition the case progression to a specific stage automatically. This type of configuration is most useful for automated transitions to and from alternate stages.

In the Onboarding case, you add a Change stage automation to the Approval Rejection alternate stage. You configure the Change stage step to advance the case to the Verification stage once the IT setup selections are modified. 

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