Question
TD Bank Group
CA
Last activity: 30 May 2018 10:19 EDT
Creating a Case makes it an Interaction
We are trying to integrate CPM with Smart Dispute by initiating the SD Claim Case from an Intent Task.
We want to show the Claim Case in a separate tab from the current Interaction tab.
We are doing this by creating the claim case as part of the post-processing of the flow action on the Intent Task and then use an activity in the intent task flow to call a Show-Harness on that Claim Case. This opens a new tab for the Claim Case, but the issue is that it looks like the framework is causing the Claim Case to be created as a new Interaction and this causes as well the current Intent Task to not be marked as completed even though it is.
We tried to use the script APIs to open it directly from a Harness displayed after the flow action is completed (instead of closing the work object) with pega.desktop.showHarnessWrapper or pega.desktop.openWorkByHandleReload but it is not working.
Is there a way we can create the SD Claim Case and open it in a new tab without CPM causing it to be considered an Interaction and messing up with the current Intent?
***Edited by Moderator Marissa to update SR details***
Accepted Solution
TD Bank Group
CA
So here is how I got it working, it is not ideal, but it provides a solution to the requirement and is "not too bad" in my opinion…
The flow action creates the Claim Case and starts the flow for it (using the post-processing Activity).
In the flow, I added a "dummy" assignment to the current operator with only 1 flow action.
That flow action uses the a Section (passing the Claim Case ID as param) and closes the work object on completion.
The section uses scripts to:
- Open the Claim Case (pega.desktop.openWorkByHandleReload)
- Closes the current assignment
I added an SLA of 30 seconds on the Open Claim Case assignment so that it completes itself (I could not do it from the java script as it was interfering with the opening of the Claim Case).
Pegasystems Inc.
IN
1.Please populate CAparentID which is current InteractionID in pyWorkpage of newly launched cases.
2.Once you close the case please run some data transforms and activities as how we do when we completed the service in interaction it self.
3.Please refresh current interaction in which we are expecting updates
Above three steps may help you
Accepted Solution
TD Bank Group
CA
So here is how I got it working, it is not ideal, but it provides a solution to the requirement and is "not too bad" in my opinion…
The flow action creates the Claim Case and starts the flow for it (using the post-processing Activity).
In the flow, I added a "dummy" assignment to the current operator with only 1 flow action.
That flow action uses the a Section (passing the Claim Case ID as param) and closes the work object on completion.
The section uses scripts to:
- Open the Claim Case (pega.desktop.openWorkByHandleReload)
- Closes the current assignment
I added an SLA of 30 seconds on the Open Claim Case assignment so that it completes itself (I could not do it from the java script as it was interfering with the opening of the Claim Case).
TD Bank Group
CA
Yes, Interaction is refreshed and service case is marked as completed, but first the Claim Case tab shows up displaying the information for that newly launched case.