Question
TATA CONSULTANCY SERVICES
IN
Last activity: 28 Feb 2019 13:32 EST
Question about Class Name of the Flow Rule (while mentioning Flow Rule Name) in the "Starting Flow" Field of New Intent Task Form
Hi,
Context: I'm trying to Configure a New Intent Task for a Driver Category. I need to mention a Flow Name in the "Starting Flow" Field.
Question: The Flow Rule that we specify here, Should it belong to the PegaCA-Work-Interaction/CustomApplication Interaction Class (which Inherits from the PegaCA-Work-Interaction) ? or Should it belong to the Intent Task Class ? (Ex: PegaCA-Work-AddressChange, etc).
What is the Best Practise to be followed for Flow Rule Class incase if that Flow Rule need to be used in the Intent Task Form ?
Thanks
HariKumar Alampuru
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Pegasystems Inc.
US
For all service cases built in the case designer the Starting Flow value should be pyStartCase (assuming you're implementing Customer Service 7.21?). The 7.21 Implementation Guide describes each of the fields in the Intent Task rules, so that's good reference material for related details.
TATA CONSULTANCY SERVICES
IN
Hi KENNS,
Once again Thanks for taking your time to Reply to this post !
Yes, I have gone through the Implementation Guide before posting this question. Doc explained about the Flow Value to mention when the Service Cases built in the Case Designer. But I would like to know about the Service Cases that are not built in the Case Designer. While creating such Intent Tasks manually - would like to mention to the Custom Flow Name that will start the process of that Intent Task.
Question is -- For the Flows to trigger properly from such Intent Tasks (that are not created from Case Designer) - the Flow Names that we specify should belong to the Interaction Class or Intent Task Class ? OR it doesnt have any such Restrictions ? Flow that belong to any Class Name can be triggered from Intent Task without any issues ?
What is the best Practise that should be followed for Flow-Class Name when we want that to specify in Intent Task Form. Please provide insight.
Thanks
Hari Kumar Alampuru
Pegasystems Inc.
IN
Hi Hari,
The starting flow name in Intent Task rule form signifies which service case flow needs to be started upon launching the intent task.
The answer to your questions has two parts:
1. the class and flow name you are mentioning need not always inherit from PegaCA-Work. It can be any class like PegaFS-Work or Work-Cover-XYZ or OrgClaims-Work etc. This configuration is supported from Pega CPM 714+ (read doc for more info) to support launching any process available in the application during an interaction.
2. The class you are specifying here can't be any class inherits from PegaCA-Work-Interaction or its children. there is no validation on this field, if you specify any class inherits from PegaCA-Work-Interaction, you may start flow but you will run into issues and this is not supported configuration.
TATA CONSULTANCY SERVICES
IN
Hi REDDR3,
Thanks for sharing the insight. I could able to understand - First part of your response - the class and flow name need not always inherit from PegaCA-Work and it can be any class of our Application.
But the second point that you mentioned... "it can't be any class that inherits from PegaCA-Work-Interaction or its children." - is this applicable to Activities (Starting Activity - mentioned in the Intent Task) as well ?
Because I could see that the Starting Activity Names/Classes that are configured for Out of the Box Intent Tasks in Pega CRM 7.21 on Pega 7.2 , could see for most of them Activities of PegaCA-Work-Interaction class are specified.
Could you please advise why the activities of PegaCa-Work-Interaction are used for triggering the Activity process ?
Intent Tasks : AddressChange, CloseAccount, DisputeTransaction
Starting Activities:
PegaCA-Work-Interaction ID CAChangeAddress RS PegaAppCA:07-21-01
PegaCA-Work-Interaction ID CACloseAccount RS PegaAppCA:07-21-01
PegaCA-Work-Interaction ID CADisputeTransaction RS PegaAppCA:07-21-01
Hi REDDR3,
Thanks for sharing the insight. I could able to understand - First part of your response - the class and flow name need not always inherit from PegaCA-Work and it can be any class of our Application.
But the second point that you mentioned... "it can't be any class that inherits from PegaCA-Work-Interaction or its children." - is this applicable to Activities (Starting Activity - mentioned in the Intent Task) as well ?
Because I could see that the Starting Activity Names/Classes that are configured for Out of the Box Intent Tasks in Pega CRM 7.21 on Pega 7.2 , could see for most of them Activities of PegaCA-Work-Interaction class are specified.
Could you please advise why the activities of PegaCa-Work-Interaction are used for triggering the Activity process ?
Intent Tasks : AddressChange, CloseAccount, DisputeTransaction
Starting Activities:
PegaCA-Work-Interaction ID CAChangeAddress RS PegaAppCA:07-21-01
PegaCA-Work-Interaction ID CACloseAccount RS PegaAppCA:07-21-01
PegaCA-Work-Interaction ID CADisputeTransaction RS PegaAppCA:07-21-01
Thanks
Hari Kumar Alampuru
Pegasystems Inc.
IN
Hi Hari, if you are using Pega Customer Service (Formely CPM) Interaction Portal, then you can ignore Starting activity configuraiton on intent task. This configuraiton is applicable only for legacy portals.