Resolve not an option from Actions dropdown (PDC)
I do not have the ability to resolve PDC cases. I have manager access role in PDC for reference. See screenshot
Accepted Solution
Allied Solutions
US
Version 4.19 (December 19, 2023)
You can now select the option to Unignore Cases with the Resolved-Ignore status. This action changes the Case Status to Open.
PDC fully manages the life cycle of Cases. The options to manually change Case statuses, for example, reopen and resolve, are no longer available.
Aaseya IT Services Pvt Ltd
SA
If you have manager access role in Pega Predictive Diagnostic Cloud (PDC), it means you have the permissions to view and manage the cases in PDC, but you may not have the ability to directly resolve cases.
Allied Solutions
US
@Hitesh Jain I have tested with a profile who is user role and they do not have the ability to resolve either. I have tried to "demote" the profile to user and you can see the error appears they are already a User.
Aaseya IT Services Pvt LTD
SA
I think you can only resolve those cases from Developer end access to PDC using Case Management like we have in a regular PEGA application.
Any other end user access even Manager role will only grant you view and manage access but no ability to resolve.
Allied Solutions
US
Documentation still suggests resolving is option from actions dropdown. Perhaps the suggested workflow is the two week auto-close if not found again?...not sure. I definitely remember seeing a resolve button a few months ago. https://docs.pega.com/bundle/predictive-diagnostic-cloud/page/predictive-diagnostic-cloud/reference-guide/managing-cases-in-pega-predictive-diagnostic-cloud.html
Accepted Solution
Allied Solutions
US
Version 4.19 (December 19, 2023)
You can now select the option to Unignore Cases with the Resolved-Ignore status. This action changes the Case Status to Open.
PDC fully manages the life cycle of Cases. The options to manually change Case statuses, for example, reopen and resolve, are no longer available.