Creating an Interaction case and a Service Case using activities
Hi All,
Can someone suggest the ideal way to create an interaction case and a service case (linked to the created interaction) using activities in Customer Service.
Regards,
Tharinda
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Pegasystems Inc.
US
Hello Tharidna,
I would use tracer to see what activities are called OOTB and what parameters are passed. Then I'd take your custom activity and call them. If you are doing this headless, you should probably be okay (not sure if you need to customize anything to prevent a UI from being displayed). If you are trying to call it from one of the OOTB harnesses, you may need to take it back a step and figure out what JavaScript is called so that all of the proper UI hooks are set up correctly.
Taking it back a step, what is the business problem you are trying to solve that you want to do this? Perhaps there is another way that would be more inside the guardrails.
Thanks,
Mike
EvonSys
US
Hello Mike,
Really appreciate your input. Business requirement was to create cases for each item on a list source. One service item and a interaction case per each item using an agent.
I was able to accomplish this using below approach.
1. Create interaction case using Call NewFromFlow activity. (FlowType - CPMInteraction)
2. Call CAAddWork to create the service case with parent page CAInteraction.
Cheers,
Tharinda