Question
Tata Consultancy Services
IN
Last activity: 18 Sep 2018 0:40 EDT
Service case creation
I want to create a service case from within a service case based on certain condition. The earlier service case will be resolved when the 2nd one is created and should be shown as complete at left pane like other completed intents. The newly created case should also be shown at left as In-Progress and default selected.
Is there any way to do it without custom script? I am using Pega CS 7.3.
***Updated by moderator: Lochan to update platform capability***
Pegasystems Inc.
US
Hello,
I'm not sure if I understand your requirement. Why is this second intent not just spawned off of the interaction, like all the others? What does making the second intent a child of the first get you? And is there a way to get those benefits without breaking the interaction/intent relationship so that the interaction driver works as you expect?
Thanks,
Mike
Tata Consultancy Services
IN
Hi Mike,
Thanks for the reply. Actually, SR 2 will not be a child of SR 1. As an example, lets say I am working on SR 1, but at some point based on some condition, when I submit an assignment of SR 1, it will create another service case SR 2 (same like creating SR 2 from Add Task option, the only difference is we are creating it from within another service case). And when SR 2 is created, SR 1 will be auto resolved.
The issue I am facing is, in the post activity of SR 1 flow action, I have done a change stage to resolve SR 1 using pxChangeStage activity (which works fine), and finally called Work-.NewFromFlow with SR 2 class, flow name. But when SR 2 is created, I don't see SR 2 as In-progress task in left pane (which normally appears when I create a SR case from Add Task option). SR 1 task only appearing as In-Progress which is default selected and the assignment of SR 2 is displayed. So, it looks like an assignment of SR 1.
Ideally, they should appear as SR 1 as completed, and SR 2 in-progress and default selected.