Question
Globant
MX
Last activity: 26 Oct 2023 2:03 EDT
How to avoid the message: "Thank you! the next step in this case has been routed appropriately"
Is there a way to avoid the message:
"Thank you! the next step in this case has been routed appropriately"
When a case is resolved ?
It should be fine If I could modify that message or hide it.
Thanks in advance
Accepted Solution
Pegasystems Inc.
GB
Hi,
It is possible to change the message. Search for "pyStepRoutedConfirmation" and change the message.
PS:- This change is done at harness level. That means it will change for all the application.
Regards,
Prakhar
Updated: 21 Oct 2023 1:20 EDT
Pegasystems Inc.
JP
The message displayed on Confirm harness is defined at confirmation note of assignment shape. If you add a shape on flow rule, it is defaulted to pyStepRoutedConfirmation, that is an out-of-the-box Field Value rule.
Below is the pyStepRoutedConfirmation Field Value rule.
Below is the outcome.
It is true the message "The next step in this case has been routed..." is a bit inappropriate because it implies the case is routed to someone and still needs some more work although it is already resolved. To avoid this confution, you can configure another Field Value for the final assignment shape. You can create your own one, or reuse out-of-the-box rule, such as "Resolved".
The message displayed on Confirm harness is defined at confirmation note of assignment shape. If you add a shape on flow rule, it is defaulted to pyStepRoutedConfirmation, that is an out-of-the-box Field Value rule.
Below is the pyStepRoutedConfirmation Field Value rule.
Below is the outcome.
It is true the message "The next step in this case has been routed..." is a bit inappropriate because it implies the case is routed to someone and still needs some more work although it is already resolved. To avoid this confution, you can configure another Field Value for the final assignment shape. You can create your own one, or reuse out-of-the-box rule, such as "Resolved".
Below is Resolved Field Value rule.
Below is the outcome.
Thanks,
Pegasystems Inc.
JP
Here is an update. My customer tried above approach I wrote in the previous post, but "This item has been resolved." message is displayed before resolution, if the final step is assigned to someone else (not yourself). This is an incorrect behavior because the work object is routed to someone else and it's not resolved yet.
So, the solution in my previous post was wrong. As a workaround, set the value in the arrow (connector) after the final assignment shape as below, so the message is displayed AFTER you submit the final assignment.
Thanks,