Question
Capgemini
IN
Last activity: 27 Feb 2017 16:33 EST
Reclassify case types
Hi All,
We have 2 case types - say A and B (say this is a shortened version of the process for A). We want to have the possibility to switch between the 2 case types - e.g. Users start with case type A and then in the middle of the process, they decide to reclassify this as B and later on they may again decide to reclassify this as A.
Even if we go with case specialization (say B is a specialized version of A), then also the reclassification along with the new stages and steps for the case type B doesn't seem to work.
Has anyone addressed a similar scenario before?
Thanks in advance
Pegasystems Inc.
US
Hi,
While this isn't something I've personally explored before, the below discussion looks like it has some information that could be helpful:
https://collaborate.pega.com/question/change-case-type
Hope this helps!
-Kurt
Capgemini
IN
Thanks. However, this doesn't work with changing the stages and steps.
Looks like the only option is to close the case A and then initiate B
Pegasystems Inc.
US
Hi Sudit,
If case B is not a subcase of case A, then you will need to close case A and then initiate case B.
Thanks,
Tigran
J.P. Morgan Services India PVT Ltd
IN
HI,
Will you be considering case B as subcase(in your scenario can be used as specialized case), then also case A won't be closed or resolved, it will move back after completing case B tasks. Did I misunderstood anything?