Question
Wipro
US
Last activity: 19 Mar 2019 15:23 EDT
Move out of Alternate stage to last step at which the case was before.
I have a case wide optional action that can move the case to an alternate stage. The case will just wait in the alternate stage at an assignment until a certain condition becomes true. Upon that condition becoming true, a ticket will be raised on which the assignment is listening. At that point, we need to move the case back to the last step that it was at before moving to the alternate stage.
What is the best way to accomplish that?
1. Is there a method or function that can read the pxflow embedded page on the clipboard and return back the last assignment step (and stage) at which the case was on?
2. Once I know the stage and step I need to go to, is there a method or smart shape that will allow me to go directly back to it?
Thanks!
Accepted Solution
Pegasystems Inc.
AU
Please have a look at Policy Overrides. They are designed to detect and automatically halt unusual business exceptions in an application.
In your case, the "automatic" halt could be a boolean flag intentionally set on the case through a case-wide local action. The system could then wait in the suspended state for the condition to change, and then resume from where the case was suspended.
Wipro
US
Hi Alistair,
In the document you referenced, why does it say that in the policy override flow, the work status should not change? (See screenshot below). What if I do want to change the status to indicate that the case is on hold pending a service area outage being resolved.
Does this method absolutely require that the work status should not be changed?
Thanks
- Deepak
Wipro
US
Thanks for the pointer on policy overrides. It might be what I need.
The usecase I have is that of a customer (for a cable/internet company) who calls in to report an outage. The agent starts a case to run a troubleshooting workflow. Now during this process, the agent may find out that there is a service area outage, so he can inform the customer about it and tell them that once the outage is resolved they will be informed (say by email or text) that the outage is resolved and this should fix their issue. At this point the troubleshooting case should be paused. The agent can end the call with the customer.
Thanks for the pointer on policy overrides. It might be what I need.
The usecase I have is that of a customer (for a cable/internet company) who calls in to report an outage. The agent starts a case to run a troubleshooting workflow. Now during this process, the agent may find out that there is a service area outage, so he can inform the customer about it and tell them that once the outage is resolved they will be informed (say by email or text) that the outage is resolved and this should fix their issue. At this point the troubleshooting case should be paused. The agent can end the call with the customer.
Once the outage is resolved, the customer is notified and suggested to check if their issue is fixed or not. If not, then they are asked to call back in. When they call back in, the agent who picks up the call should be able to see that there was a troubleshooting case that was suspended for that customer and they should be able to resume it from where they had left off.
In the above scenario, can policy override be used?
Pegasystems Inc.
AU
Wipro
US
So I looked at the document you recommended. It seems that the policy override is typically finished by a person. But could we have it complete automatically when a condition is met (i.e. outage is resolved)?
Pegasystems Inc.
AU
Yes you could use a wait shape, then when the outage is resolved, use queue processors to call ResumeFlow or the like on all suspended cases.
Have a look at flow Work-.PolicyOverride, which calls Work-.PolicyOverrideFinish. I'd suggest overriding it/them within your case type to suit.