Is there any description of the mechanism by which an IntentTask instance is automatically created when a Service Request case type is created?
The CREATING PEGA CUSTOMER SERVICE SOLUTIONS (7.1) course describe the steps which lead to an auto-creation of the IntentTask, but there is no clear description of what configuration causes the creation.
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Posted: 6 years ago
Posted: 8 Jul 2016 6:36 EDT
Pooja Sura (Pooja)
Principal Application Engineer, Customer Service Digital
When a case type is created by default intent task gets created in general category which is PegaCA-Work-Interaction in OOTB CPM. Would you like to change the category where you want to create? If so, You can update default category in CPMInteractionDriverCategoryClass value. Otherwise, this configuration will be in ApplicationSettings DataTransfrom of PegaCA-Admin-ApplicationSettings class.