Check the time a case is opened by an user
Hi!
I need to track how long a case is open on a user's screen in Pega
For example, if I am working case S-231112-4 and I open the case once for 10 minutes and then open the same case again for 5 minutes the manager wants to be able to see each of these occurences on a report
Example
| Case ID | Opened By | Time |
|---|---|---|
| S-231112-4 | User XYZ | 10 minutes |
| S-231112-4 | User XYZ | 5 minutes |
To do that I think I need to save the time every time the case is opened or get it from somewhere, also I need to check if the user close the case with the close option or with the X button or with the submit (confirm) button.
Is this possible?
Thanks!
Masking Technology
NL
Using OOTB options is not going to work. Pega doesn't have these tools baked in.
You could use the Open and Close hooks Pega provides, but that is really up to the user's behaviour if these measurements are good or not. Can they open multiple cases at the same time? Do they really close a case with the x, or do they just close the browser? etc.
You could also resort to JavaScript and run a script that detects the opening of a case and then register if the case and browser tab is in focus. When the case is not in focus, it needs to stop the timer and save the entry somewhere.
But keep in mind that the readings might be unreliable.
WTW
PE
@basmaskingCould you tell me where I can see more about PEGA Hooks?
I think users can have open multiple cases at the same time.
Updated: 29 Dec 2022 6:27 EST
Oligos
FR
@JohnO7952 Hi, You can explore case history instead of creating a custom auditing. You can access to case history by going through Actions > View History >Case history section (in theme-cosmos)
Oligos
FR
@JohnO7952 yes, the data is displayed in a table (sourced from DP D_pyWorkHistory). you can check the properties used in this table by going through class History-Work-. To capture when the case is opened (on review or perform mode), you can create an audit activity in your harness (es): https://docs-previous.pega.com/security/85/logging-each-use-harness-and-flow-action-rules?. Keep in mind that using audit activity in harness is for security purpose. Another thing, Auditing increases the database workload of your application and can produce large volumes of log data.
Lventur
IN
What kind of Locking you are using?
If you are using Default Locking, then you can go for this approach.
When a case is opened by user Pega will make an entry into System-Locks table and when user close the case Pega will remove the entry from same table. In this table Pega will maintain the Case Key and by whom the case lock was acquired.
In System-Locks class you can have 2 declare triggers, one needs to get executed when Commit Save happens and another trigger needs to get triggered when Commit Delete happens.
Based on the above 2 configuration in declare trigger, automatically trigger will get execute whenever some update happens, in declare trigger activity you can build your logic to update the information in your own custom table, when case is getting opened and when case is getting closed by users.
WTW
PE
I am trying this, but for some reason trigger is never getting triggered . I am opening a case so a new record is being adding to System-Locks, but the trigger doesnt work. I have tried all the 5 dropdowns of trigger i.e saved, delete etc.
Do you know what could be the reason?
Thanks.