PEGA Customer Complaint Journey Deprecated Rule
Hi Everyone, I am only new to PEGA and last year, we started working on a Customer Complaint Journey POC. But last month, we had an application upgrade.
After that, we encountered warning messages that says some rules are deprecated.
Can you help me or point to me a more precise documentation regarding Customer Complaint Journey?
What rules should we now use based on the warnings.
***Edited by Moderator Marije to add Capability tags***
Accepted Solution
Updated: 5 May 2022 1:12 EDT
Pegasystems Inc.
IN
@Jeffrey It seems you are using Pega Customer Service Horizontal application. The case in question is PegaCA-Work-FileAComplaint. All rules within this class hierarchy were marked as deprecated. But if you are already using this case type, please note you can continue to use this case type as the rules have been marked - Available and Deprecated. Pega Customer Service has introduced the concept of case template for case uniformity, consistency and repeatability; and has shipped a Generic case template (PegaCA-Work-Service) that can be leveraged for building new case types. If you were building a new complaint case type, i will suggest to leverage the new case template that comes with a good # of case processing options; and a prebuilt template that can be extended to automate the required business flow.
Pegasystems Inc.
GB
@Jeffrey The Installation and Update manuals will contain further details on required update steps.
Also hopefully the below documentation will help you further:
Deprecated rules in Pega Foundation for Communications 8.4
Finding deprecated rules in sections
Rules that have been finalized to prevent overrides
Pega Customer Service Upgrade Checker
For an overview of the Platform changes, see Pega Platform changes with update impact
Carlson Wagonlit Travel
PH
Thank you so much for providing inputs. These are all helpful. But still I cannot find an exact explanation of substitute to use for the .EscalateIssue and .AssignedWorkBasket.
Pegasystems Inc.
GB
@Jeffreycan you tell us what you see when you carry out the steps listed in article Finding deprecated rules in sections?
I'm unable to find the properties you have listed as being OOTB. See discussions about possible definitions of Work baskets here, here and here.
Could you give us the Pega and CS framework versions that were originally installed, and from which you upgraded to Pega 8.6 (as per your screenshot)?
Can you show us the application stack?
Accepted Solution
Updated: 5 May 2022 1:12 EDT
Pegasystems Inc.
IN
@Jeffrey It seems you are using Pega Customer Service Horizontal application. The case in question is PegaCA-Work-FileAComplaint. All rules within this class hierarchy were marked as deprecated. But if you are already using this case type, please note you can continue to use this case type as the rules have been marked - Available and Deprecated. Pega Customer Service has introduced the concept of case template for case uniformity, consistency and repeatability; and has shipped a Generic case template (PegaCA-Work-Service) that can be leveraged for building new case types. If you were building a new complaint case type, i will suggest to leverage the new case template that comes with a good # of case processing options; and a prebuilt template that can be extended to automate the required business flow.
Carlson Wagonlit Travel
PH
@paulp - yes it is correct, we are using PegaCA-Work-FileAComplaint. If we are to adopt to the new Customer Service using PegaCA-Work-Service, we need to totally rebuild the application? Are there anyway to somewhat migrate or convert the existing one?
Thanks everyone
Pegasystems Inc.
IN
@Jeffrey If you have built out the case type already, you can continue to use the same. But for any new case types, please plan to leverage the new case template.