How to manually leave a state of case manipulation in Pega's BotAgent without withdrawing the case?
Is there any way to implement a command for Pega's BotAgent to return from a state in which it is operating a case to the state before operating the case, without withdrawing the case?
I understand that the BotAgent has the following two states;
1. State outside the case context: the state before the case was created.
2. State in case context: the state while the case is being manipulated.
when you execute a command that creates a case, the bot agent will change from the out-of-case-context state to the case-context state.
When executing a command set to "cancel", the bot agent would change from the case-context state to the out-of-case-context state, and the case would be withdrawn at the same time.
We would like to change from case-context state to out-of-case-context state as in cancel command, but not withdraw the case. Is there any way to implement a command that would accomplish this?
Pegasystems Inc.
GB
To achieve the desired behavior of changing from the case context state to the out of case context state without withdrawing the case you can consider using temporary cases. Temporary cases do not get saved to the database until the 'Persist Case' step is reached in the flow. This way if a user opens a case and then closes it without submitting any input the case does not get saved. You can enable this by navigating to your case type in the Case Types explorer right clicking to open it going to the Advanced Tab and enabling 'Create temporary case that is not saved until a 'Persist case' step is reached'. This approach allows you to handle the case context transitions without withdrawing the case.
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