Reopen a resolved case to a specific flow action
Hi,
Greetings. Hope you are well! I am on Pega 8.7.2. I have a need to reopen a resolved case to a specific flow action or assignment within a stage. Case have one stage with a sub-flow, I need to land at one of the assignments of this sub-flow, this assignment is not the starting point of the sub-flow. Any recommendations on how to get to this? I tried ootb reopen and it takes me to a stage and have to go through all the assignments of a sub-flow in a sta ge. Please let me know of the options available.
Regards,
Bharat
EPAM Systems
CA
@KOMARINA check if you can set ticket while re-opening and refer the ticket in same assignment where you want to land? May be you need to do some stage change as well plus please make sure to make check run or re-entry for stage.
Lventur
IN
What you have said is correct, by using Pega OOTB reopenWorkObject api activity you will be able to reopen the case and make it routed to particular stage and partcular process (flow) you will not be able to rote the case to particular assignment in flow.
We need to build custom logic to achieve this requirement. When the case is getting reopened Pega will populate a new value into case, ReopenCount is the property based on how many times you are reopening the case this property count will get increased.
By using ReopenCount property you can have fork symbol in flow and for reopen workobject alone you can skip the unwanted steps in flow and directly make the case to get routed to needed assignment.
(or)
You can have a different process for reopened workobject alone inside stage, only for reopen workobject system should allow the case to get entered into this process for normal case it should not enter. In this process you can define your reopen process logic.
Synechron
US
To add some points to Gunasekaran_Baskaran comments.
You can customize the ReopenDefaults (This will be get called as part of Reopen- in reopenWorkObject activity ), where you can set attributes, (even you can refer the decision table to have different value set in the scenario of multiple case types), then, use those attributes value along with/with out ReopenCount in the fork shapes of the flow to connect to different assignment/utilities. This way you can reach to any assignment when you reopen the case.
