Auto Wrap up of interaction after Service case creation
Hi,
We do have a requirement of auto wrapping the interaction case once the service case is created. The service case is getting created from the Email Triage(ET-) case and we dont need the interaction case to be open. We tried enabling the quick wrap up on interaction driver and no luck.
Thanks,
Sunitha
HCA Healthcare
US
@yenms1 you can configure the system to automatically resolve the interaction case once the service case is successfully initiated. In Pega, this can be achieved by updating the "Wrap-Up" configuration in the interaction driver. Additionally, ensure that the interaction case is resolved through a post-processing activity or data transform in the flow that creates the service case. Use a utility shape in the interaction case flow to call an activity like pxForceCaseClose, setting the status to "Resolved-Completed" after the service case creation. Verify that no pending assignments remain in the interaction case and confirm that the case lifecycle settings in the Email Triage case allow this behavior. Test the configuration to ensure seamless closure of the interaction case. If issues persist, check logs for errors