Case Lifecycle design

Pega Platform supports Create, Primary, Resolution, and Alternate Stages. 

Match the numbers to the following image to learn about the different Stage types:

1. Create Stage
2. Primary Stage
3. Resolution Stage
4. Alternate Stage

Create Stage

The first Stage in the Case Lifecycle is the Create Stage, which is denoted by a green bar. The Create Stage should contain Processes and Steps for users to enter initial data upon Case creation.

The Create Stage cannot be deleted or repositioned in the Case Lifecycle.

Cases that include the Create Stage are persisted by default and are assigned a case ID upon Case creation. Case Types that were created before 8.5 do not have the Create Stage.

Primary Stage

Primary Stages are Stages that lead to an expected outcome. To help identify a Primary Stage of a Case Type, consider whether:

• The majority of Cases of this type should go through this Stage.
• The completion of the Steps in this Stage is considered part of usual Case processing.
• The Processes in this Stage represent a key component of the Case Lifecycle.
• The action of going through this Stage is required for a positive resolution of the Case. 

The path that a Case takes through the Case Lifecycle without deviating from the Primary Stages is called the primary path.

Pre-arrival Setup, Setup, and Verification are Primary Stages in the Onboarding Case example.

Resolution Stage

The Resolution Stage, denoted by a red bar, defines Case behavior at the end of the Case Lifecycle. Resolution Stages indicate that the Case finishes its Lifecycle at the conclusion of the Stage. Every Case Type should have at least one Resolution Stage. A Case Type can have more than one Resolution Stage if you define an alternate path for your business process. In this example, the Onboarding Case Lifecycle has two Resolution Stages, the Verification and Approval Rejection Stages.

Alternate Stage

Alternate Stages are Stages that handle deviations from the primary path. Alternate Stages are optional and represent a negative resolution Stage or are used for exception handling to allow the Case to reenter the primary path when the exception is handled.

Following the Onboarding Case's primary path, if the IT setup selections are approved, the Case advances to the Verification Stage. However, if the IT setup selections are rejected, the Case advances to the Approval Rejection Alternate Stage, where the IT setup selections can be modified.

In addition to the standard sequential processes, Pega Platform supports Create and Parallel process variations.

Match the numbers to the following image to learn about the different Process variations:

1. Create Process
2. Parallel Process

Create Process

By default, the Create Stage contains a Create Process, which you can modify to meet your business needs. The Steps in the Create Process should capture initial data.

You can add a Channel-specific Create Process for each Digital Messaging Channel you have configured for your application. You can configure Create Processes to start conditionally. For example, you create a WhatsApp Digital Messaging Channel, you configure a WhatsApp Channel-specific Create Process, and configure the Process to start if the user is using the WhatsApp Messenger app.

Parallel Process

You can configure two or more Processes that users can perform in any order as parallel Processes. During Case processing, the active Assignment in either Process can be performed, increasing Case processing efficiency.

For example, the Onboarding Case Type contains a Create IT Setup Process to provide a configured laptop to the new employee and a Create Facilities Setup Process to assign an office to the new employee. These Processes can run at the same time.

Pega Platform supports Collect Information and Automation Steps.

Match the numbers to the following image to learn about the different Step types:

1. Collect information Step
2. Automation Step

Collect Information Step

Collect information Steps are Steps that require user action. Collect information Steps have green icons in the Case Lifecycle. Collect information Steps are also referred to as Assignments.

Create Processes that are not Channel-specific can only include Collect information Steps.

Automation Step

Automation Steps are Steps performed by the system. Automation Steps have yellow icons in the Case Lifecycle.

When you design a Case Lifecycle, consider how the Case transitions from one Stage to another. The transition options that are available for Stages are:

• Automatically move to next Stage: 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.
• Wait for a user action: With the Wait for a user action option, when all Stage Processes are complete, the Case worker receives the option to complete the Stage. This option is available for both Primary and Alternate Stages.
• Resolve the Case: 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. This option is available for both Primary and Alternate Stages.

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 Type, 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. 

When you design a Case Lifecycle, consider how the Case transitions from one Step to another. By default, at runtime, you click Submit to advance the Case to the next Step. You have the option to configure a Process so that the Previous button is displayed at runtime, meaning the user can go back to the previous step.

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